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Case Study

Jabil implements autonomous system to streamline IT infrastructure management

A global business-to-business enterprise maintains a robust IT infrastructure to serve a wide range of industries, including networking and telecommunications.

Non-standardized hardware configuration resulted in a high volume of infrastructure-related alerts and incidents leading to a pipeline of unresolved tickets. In addition, manual processes affected the bandwidth and efficiency of the IT service desk.

The global business-to-business enterprise maintains a robust IT infrastructure. However, a high volume of infrastructure-related alerts and incidents created a pipeline of unresolved tickets. In addition, manual processes affected the bandwidth and efficiency of the IT service desk.

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The Solution

Automated incident ticket resolution saves 75 person hours every month

Infosys automated events management for known alerts in pre-defined categories. We also automated the incident ticket process flow, which eliminated human intervention for troubleshooting repetitive incidents and enabled auto-resolution of frequent issues. Autonomous operations improved resources bandwidth and performance of the network operations center.

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Benefits

Infosys automated recurring activities in infrastructure management as well as resolution of system outage-related alerts

Autonomous operations
Algorithm-based auto-routing of tickets, and auto-remediation of frequent alerts based on pre-defined rules ensured timely response and reduced the tickets pipeline by 30%.

Self-healing system
Zero-touch, self-healing system for incident queue monitoring rationalized more than 25% of incidents. An error repository orchestrated automated remediation of known issues.

Operational efficiency
Reallocation of three FTEs from the network operations center resulted in significant amount of cost reduction over two years.

Intelligent event management system accelerates resolution

  • 20% productivity improvement
  • 30% reduction in ticket handling time
  • 80% decrease in ticket backlog
  • 99% SLA adherence