Challenge
- High Resolution time and no single point of ownership due to multiple handoffs.
- Missing critical events because of high volume.
- Non-standard processes and limited best practices.
Solution
- Implemented process changes by right sizing the thresholds thereby eliminating unwanted alerts from real incidents.
- Enabled IT process Automation and effective use of tools leading to incident elimination.
Benefits
- 200+ workplaces supported.
- 81% decrease in event volume and 10% decrease in incident count.
- 34% TTR reduction.
- 100% automated request fulfilment.