Fortune 500 Medical Devices Company Enhances Agility and Efficiency with Airo’s AiOps-Driven Incident Remediation and Task Automation.

Our client, a prominent American medical devices company with operations spanning 50 countries, is at the forefront of advancing global healthcare. Their mission is to improve medical discovery, diagnostics, and delivery. However, to truly fulfill this mission, the company needed to enhance the agility and efficiency of its daily operations. This requirement was hindered by a complex, aging, and labor-intensive IT infrastructure.

Key Challenges:

• Complex Infrastructure: The company faced a daunting task managing an intricate infrastructure and application landscape. Multiple vendors were responsible for different technologies, leading to complications in IT management and integration.
• High Operational Costs: Maintaining the IT operations was not only complex but also very expensive. The high costs associated with running IT operations were becoming unsustainable.
• Manual Errors: The frequent manual resolution of incidents, service requests, and change requests led to a high error rate, which in turn affected the reliability and performance of the IT services

Why Airo?

Airo was selected as the strategic partner due to its innovative AIOps solutions that leverage cutting-edge technologies such as Artificial Intelligence (AI), Machine Learning (ML), and Natural Language Processing (NLP). These solutions were designed to streamline and accelerate the IT resolution lifecycle, helping the client achieve a state of zero-touch automation. This ensured faster time-to-value and allowed the client’s workforce to focus on high-value tasks without interruption.

Key Solutions Implemented:

• Automated Incident Resolution: By automating the resolution of recurring incidents, Airo significantly improved the uptime of applications and service availability, ensuring that critical healthcare services remained uninterrupted.
• NLP Microservices: Airo’s NLP microservices were utilized to understand incident texts and contexts better, enabling the identification of the most relevant solutions swiftly and accurately.
• Knowledge Repository Improvement: The core knowledge repository was continuously improved by ingesting ticket data and historical resolution data provided by subject matter experts, ensuring that the system evolved and improved over time.

Principal Use Cases

Airo’s AiOps solutions were deployed to address several critical areas within the client’s IT environment, ensuring that various common and complex issues were resolved efficiently:

• Infrastructure/Application Failures: Automated troubleshooting and service restarts helped maintain the stability and performance of critical systems.
• Virtual Machine (VM) Migrations: Seamless and efficient VM migrations from one datastore to another ensured that the client’s virtual environments remained optimized and effective.
• VM Snapshot Deletion: Automated management and deletion of VM snapshots helped in maintaining optimal storage performance and availability.
• Resource Utilization Monitoring: Continuous monitoring and management of compute and memory utilization across various operating systems ensured that resources were used efficiently and effectively.
• Network Troubleshooting: Automated diagnostics and repair of network issues reduced downtime and improved network reliability.
• Disk Cleanups: Regular and automated disk space management ensured that storage systems remained clean, efficient, and ready to support the client’s operations.

The Benefits

Implementing Airo’s AIOps solutions led to substantial improvements in the client’s IT operations, offering a range of significant benefits.

Results:

• Reduction in Manual Effort: There was a dramatic reduction in manual intervention required for incident resolution, freeing up valuable human resources for more strategic tasks.
• Workflow Automation: The ability to auto-create workflows on the go streamlined processes and reduced the time needed to implement new workflows.
• Faster Issue Resolution: With over 3000+ runbooks available out of the box, the client experienced quicker resolution of IT issues, enhancing overall operational efficiency.
• Reduced MTTR: The reduction in Mean Time to Repair (MTTR) was notable, thanks to proactive knowledge assistance and faster decision-making capabilities.
• Ongoing Process Optimization: Continuous identification of automation candidates allowed for ongoing optimization of processes, expanding the scope of automation and improving efficiency over time.

• 96% Successful Resolution Rate: An impressive resolution rate that underscored the effectiveness of Airo’s solutions.
• 42% Reduction in MTTR: A significant reduction in the time taken to repair and resolve incidents.
• 78,000+ Hours of Effort Saved: Substantial time savings that translated into cost savings and enhanced productivity.
• 14 Live Use Cases Implemented: Successful implementation of multiple use cases demonstrating the versatility and effectiveness of Airo’s solutions.
• 543,000+ Tickets Handled: A vast number of tickets were managed efficiently, showcasing the scalability and robustness of the solution.