A global digital insurer and asset manager with 30 million customers had to revamp its IT operations toolset and processes in order to accelerate its incident management and support a migration to a public cloud platform.
“Moogsoft AIOps has enabled our cloud migration by transforming our operations from incident-focused to service-focused.”
– Event Management & Analytics Manager
With just 13 people, this insurer’s IT Ops teams are responsible for managing service quality across all digital applications. To gain visibility into their production stack, the operations teams were using products from AppDynamics, Splunk, BMC and HP.
These operators were manually analyzing 500 monitoring alerts per day received via email, from the tens of thousands generated daily. “We had to disable many of the alerts because it was killing the productivity of our Level 1 operators”, said the company’s tools architect.
One day he realized their team had a bigger problem than alert overload when he overheard two support operators separately trying to troubleshoot an application and a network problem, respectively.
“It took more than 30 minutes for both operators to realize that they were, in fact, investigating the same issue. It was at this point that I realized we lacked basic insight and event correlation across our toolsets”, said the tools architect.
The operations teams also struggled to understand application impact when incidents occurred. “We were investigating incidents, but we didn’t understand service impact,” said the event & analytics manager.
As part of evaluating Moogsoft, the alert restriction was removed. As a result, almost 65,000 events were generated. Moogsoft reduced this volume to 447 unique alerts. It further correlated these alerts into 49 actionable situations, a 99% event reduction. This resulted in a tenfold increase in productivity for Level 1 operators, according to the tools architect.
Further, Moogsoft was able to detect a production incident one hour earlier than the Level 1 operators who were still using their email alert process.
Today, Moogsoft AIOps is the “single pane of glass” into the health of this insurer’s IT production stack. “We don’t have to worry about fine-tuning our monitoring tools to avoid false positives and mastering thresholds because Moogsoft AIOps catches everything,” said the event & analytics manager.
The insurer has on-boarded thousands of new applications and has begun migrating those services to the public cloud, without adding any headcount.