Softility helped one of the top 5 CSPs in North America, offering internet, mobile, phone, tv & streaming, and home automation services, save millions of dollars by reducing 60% of NOC OpEx costs with innovative AIOps solutions. We helped the business eliminate Tier 1 and minimized tier 2 NOC operator costs through automation.
The leading CSP continually innovates and invests in technology to provide value-added and differentiated offerings to its customer base.
With Softility’s innovative solutions, our customer automated the entire tier 1 triage process of validating, diagnosis and ticketing and gained access to valuable real-time insights to derive patterns and relationships that improved the overall correlation and quality of events. In the process, the CSP halved the NOC footprint while drastically reducing 90% of Tier 1 ops staff, reducing MTRR by 55%, and reducing the overall ticket count by 60%.
From Siloed Systems to Unified Solutions
Over several years, the CSP made significant investments into overall infrastructure and tech stacks, to shift away from a legacy hardware-centric architecture and network to more modern and flexible software-defined architectures, including SD-WAN, modern fiber infrastructures, and virtual network functions.
Such a shift in tech and engineering demanded our customer’s operations team to be agile and in sync with the growing requirements and demands of the business. The NOC was soon burdened with an ever-increasing influx of alerts from various parts of the customer’s network, to the point that fully-staffed multiple NOCs were barely able to keep up with 50% of the event volume. The business was facing several issues, including:
- High operational costs from numerous NOC locations and an ever-growing tier 1 and tier 2 headcount
- Manual-centric reliance on tribal knowledge
- Lack of visibility into all the events
- Poor correlation of events causes an overload of tickets for disparate events affecting operator efficiency
- Longer resolution times due to a lack of operational costs
Leveraging the Power of Data, AI/ML, and Automation
Softility based on decades of experience working in the telco space implemented robust AIOps solutions to help the CSP reduce service assurance inefficiencies and take advantage of automation for greater efficiency and agility.
We conducted workshops, interviews, and detailed analysis sessions to define a roadmap for helping our customer move from an event-driven process to an intelligent ticket-driven process. Softility leveraged the customer’s data in deriving patterns and relationships that improved overall correlation and quality of events. Coupled with AI and automation, Softility was able to make better predictions about the event categories and possible causes to automate the entire tier 1 triage process of validating, diagnosis and ticketing.
Mega Savings in Millions
| 60% reduction in overall NOC operational costs | 50% reduction in NOC footprint | 90% reduction in tier 1 operations staff |
| Reduced mean time to resolution by ~ 55% | Reduced overall ticket count by ~60% | Documented validation and diagnosis procedures with zero reliance on manual operations |
| Speedy service delivery with simplified, organized, clear, purified, analyzed, and locational data | Advanced traditional analytics to proactively automatically spot, react, and resolve issues in real-time | Smarter data ingestion from diverse networks, apps, infra, instances, multi-hybrid-cloud, on-prem |
About Softility AIOPS Solutions
With our proven REFINE method and two decades of monitoring & observability experience, we’ve enabled large Fortune 500 companies to fast forward into the future and save millions of dollars with AIOps. We help businesses automate the service assurance of all application, IT, and network operations to provide 360° observability of entire technology estates. We help businesses radically cut down operating expenses by harnessing the power of hidden insights to proactively offer exceptional customer experiences while eliminating expensive service disruptions. Softility is an expert at implementing high-value AIOps solutions and our AIOps execution is backed by a compelling strategy and a technologist leadership team to help clients maximize returns on their investments in the application, IT, and network operational tools.
Realize the Advantages of Agility with AIOps.
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