Bringing in Extended Observability on IT Infrastructure in the Energy Industry with Tensai® for Efficiency  

Client 

Our client is a global leader in delivering offshore projects and services for the evolving energy industry.  Their engineering expertise, alliances, and specialist technologies enable them to provide best-of-breed solutions for their stakeholders. 

Challenge 

The client wanted to bring in extended observability on their IT infrastructure as they felt constrained on three fronts:

Monitoring

The dashboards were not providing enough visibility for continuous integration, resulting in

• Lack of effective real-time monitoring
• Alerts, ticket logging issues
• Manual effort spent on monitoring 

Backup Management 
 
The usage of multiple backup technologies and manual effort in monitoring resulted in

• Lack of a unified view of account backup posture
• Lack of visibility on backups of the customer location
• Absence of proactive trend analysis 

Automation

• Limited or zero automation to resolve known/recurring issue

Solution 

• Integrated the technology/tools (Elastic Kibana, ServiceNow, and CommVault) with Tensai® for Efficiency. 

• Fetched the data through APIs into the Tensai® application and provided dashboards to track issues across the infrastructure. 

• Enabled machine learning to understand and analyze the data points to discover new automation use cases. 
• Designed and created interactive dashboards for data unification and visualization. 

Benefits 

• 10% reduction in call volumes by providing self-service.
• 24% alert reduction in the 1st year owing to event correlation & automation ,
• 21% reduction in incidents.
• Effective automated monitoring, enhanced ticket logging and notifications, and reduced manual intervention in managing operations. 
• Efficient governance and cost optimization through best-in-class services. 
• Increased visibility on operational issues/tickets. 
• Unified view of operations/infrastructure, quicker response, and resolution of incidents/issues, thus enhancing system availability. 
• Increased FCR (First Call Resolution), CSAT, and elevated UX due to the enablement of self-service. 

Summary 

The client realized the potential of AI and automation by leveraging Tensai® for Efficiency, which helped drive agility by enabling real-time actionable insights from dashboards. The automation solution offered extended observability and monitoring, empowering effective governance and process efficiencies.