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SUCCESS STORIES / Excelencia operativa

La IA se adelanta a las interrupciones y el tiempo de inactividad en las operaciones de TI

La empresa adoptó una solución AIOps para recibir alertas predictivas sobre incidentes y reducir el tiempo de detección y resolución de fallas en los sistemas de TI.

Background

La infraestructura de TI moderna es un sistema complejo y de múltiples capas que se mueve a un ritmo impredecible. A veces se mueve a una velocidad vertiginosa, consumiendo espacio en el servidor y expulsando cargas útiles de aplicaciones por hora. En otras ocasiones, simplemente se reduce a una línea plana.

Las empresas han adoptado tecnologías modernas para crear nuevas experiencias de cliente, pero el creciente número de pilas de tecnología se ha sumado a la complejidad de los sistemas de TI.

Los equipos de TI cuentan con numerosas herramientas para supervisar su infraestructura y realizar un seguimiento del rendimiento, lo que provoca costosos fallos en caso de fallos o degradación del rendimiento.

Las empresas no logran detectar y sondear los fallos más rápidamente y restaurar los servicios de forma eficiente. Los equipos de TI quieren reducir el tiempo dedicado a la gestión de sistemas complejos y facilitar la supervisión.

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75% REDUCCIÓN DEL TIEMPO DE INACTIVIDAD

63% REDUCCIÓN DE
COSTOS RELACIONADOS CON LAS INTERRUPCIONES

90%REDUCCIÓN DE
ALERTAS DE TICKETS FALSOS POSITIVOS

Client Situation

Nuestro cliente es el segundo proveedor más grande de servicios de Tecnología, Medios y Telecomunicaciones (TMT) en los EE. UU. Se ha esforzado por elevar el listón de la eficiencia, la calidad del servicio y la sostenibilidad. Sin embargo, sus operaciones de TI se han quedado atascadas en el ciclo de corrección tradicional, con poco espacio para reducir a cero los incidentes y reducir los costos.

La creciente complejidad de sus sistemas informáticos ha dificultado la supervisión del rendimiento. La empresa estaba luchando por detectar incidentes y tomar medidas correctivas antes de que afectaran a la experiencia del usuario.

El etiquetado incorrecto de los problemas ha dado lugar a "falsos positivos", que consumen recursos de corrección innecesariamente.

La solución de IA de Prodapt ayudó a la empresa a reducir el tiempo de inactividad y los altos costos de corrección en las operaciones de TI.

Diagnosis

El enfoque de nuestro cliente con respecto a TI fue establecer puentes de gestión de incidentes después de que se produjera una falla para la corrección y gestionar el bajo rendimiento. Los problemas de alta gravedad se generalizaron, con sesiones manuales de solución de problemas que consumían recursos críticos y aumentaban los costos. Algunas interrupciones nunca se prestaron a un examen crítico, mientras que algunas rebajas de rendimiento pasaron desapercibidas durante mucho tiempo.

Los volúmenes de transacciones de la empresa se habían multiplicado exponencialmente. En medio de la alta complejidad, obtener visibilidad de extremo a extremo en todos los servicios y aplicaciones fue una tarea difícil para los equipos de TI.

Estos desafíos plantearon la necesidad de abordar de manera proactiva los problemas que causan interrupciones.

Solving It

Prodapt se asoció con la empresa para crear una solución que redujera el tiempo de inactividad y la duración de la detección y resolución de incidentes. Hicimos una promesa audaz: anticiparse a las interrupciones antes de que ocurran.

La solución comprendía el descubrimiento de activos, la supervisión de la infraestructura híbrida y la corrección automatizada. La oferta innovadora fue nuestra herramienta de análisis predictivo, creada utilizando algoritmos de aprendizaje automático (ML) para realizar pronósticos inteligentes.

Prodapt creó un marco de evaluación para ayudar a la empresa a elegir las aplicaciones de misión crítica adecuadas para la solución de IA.

La solución AI Ops predice el tiempo de inactividad de las aplicaciones y la infraestructura mediante el análisis secuencial de patrones y la correlación de eventos de series temporales, lo que ayuda a los equipos de TI a estar en guardia y actuar más rápido.

No todas las aplicaciones se prestan al uso intensivo de la IA. Por lo tanto, construimos tres variantes. El primer nivel ofrece un panel único para la interacción manual y el escalado de problemas. El nivel intermedio infunde capacidades de ML para crear alarmas y recomendaciones para abordar incidentes. El último nivel es un sistema de circuito cerrado que activa automáticamente los bots para resolver incidentes y enviar informes.

Después de ingresar a la plataforma AIOps, el cliente logró una reducción del 75 % en el tiempo de inactividad y una reducción del 63 % en los costos relacionados con las interrupciones en 2 años. La observabilidad proactiva, que determina el estado de un sistema de TI en función de sus resultados, ayudó a reducir el número de alertas de tickets falsos positivos en un 90 %.

febrero 20, 2023

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