If you’ve ever looked into registering a website (or if you’ve ever watched the Superbowl), you probably know of GoDaddy—the largest Internet domain registrar and web hosting company in the world. Aside from producing hilarious commercials, GoDaddy aims to radically shift the global economy toward small businesses by empowering people to easily start, confidently grow, and successfully run their own ventures online. However, delivering this vision is truly a challenge when you have 62 million domains under management, 10 million websites hosted, and 15 billion DNS queries per day that need to be supported across 14 global IT facilities by legacy processes and systems. Things don’t get easier when you plan to grow your business by ~20% YoY without adding IT Operations headcount.
Prior to their IT transformation, GoDaddy was manually reviewing all events and alerts. They were looking at issues after they had caused impact. They were completely reliant on human knowledge. Furthermore, they were overloaded with data.
So how did GoDaddy transform its IT service management and service assurance approach to deliver top notch service quality without adding any headcount? They revealed their secret at ServiceNow’s Knowledge ‘16 last week. Here is a recap:
How GoDaddy Uses Moogsoft to Reduce SNOW tickets by 66.6%
GoDaddy’s IT Operations team solidified three guiding principles before undertaking their transformation:
- Availability is Job #1
- Join Forces
- Automate everywhere
By investing in ServiceNow, GoDaddy was able to modernize their service management process by streamlining the front-end process of reporting, escalating, and updating incidents. They built out several key integrations to improve visibility, connectivity, and the level of automation.
Their Jira integration allows for two-way communication with ServiceNow for problem- and change-related Jira tickets. The Slack integration allows developers to receive notifications through whichever platform they prefer. Additionally, they can now provide a seamless developer experience through integrating their developer toolbox “Platform UI.”
By introducing Incident.MOOG, GoDaddy now leverages machine-learning powered event correlation to automatically detect incidents, create ServiceNow tickets, and resolve them faster than ever before. Incident.MOOG is able to ingest events across GoDaddy’s entire IT environment (from tools like Splunk, New Relic, Gomez, ManageEngine, SCOM, etc.), perform massive noise reduction, and correlate events into Situations to give operators full visibility into the underlying issue.
What are the Results?
Incident.MOOG is currently detecting 40,000 incidents/month at GoDaddy. Through the collaborative Situation Room where domain experts are automatically invited based on the type of incident, incidents are resolved before customers are even affected, and all knowledge is captured for reuse. With this modern ecosystem of tools, GoDaddy is now able to automatically resolve 94% of alarms without human intervention.
Furthermore, customer calls to support dropped from 1200 calls per week to below 400. That’s a 66.6% reduction in end-users needing to call for help!
To learn more about how Incident.MOOG works with ServiceNow, read our White Paper, How Moogsoft Optimizes Your ServiceNow ITSM Deployment.
About the author Sahil Khanna
Sahil Khanna is a Sr. Product Marketing Manager at Moogsoft, where he focuses on the emergence of Algorithmic IT Operations. In his free time, Sahil enjoys banging on drums and participating in high-stakes bets.