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higher customer satisfaction and SLA excellence with predictive IT operations


Srinivasan Shanmugam
Nov 20, 2023

Achieving radically higher customer satisfaction through SLA excellence with predictive IT operations driven by AIOps and monitoring

In today’s fast-paced digital world, businesses heavily rely on Application Development and Maintenance (ADM) services to ensure seamless operations that deliver consistently heightened customer satisfaction. However, providing the desired reduced downtime, business growth, and enhanced overall customer experience is no easy task. The entire lifecycle of managing Service Level Agreements (SLAs) for ADM services – predicting, meeting, and exceeding them – is an intricate symphony.

SLAs outline the level of service that will be provided and include metrics such as response time, uptime, and performance targets. This is where Artificial Intelligence for IT Operations (AIOps) and unique monitoring solutions – which have the potential to completely transform how IT for leading businesses functions – will come into play. Here, we’ll look at the efficiency that integrated Intelligent Automation (AI) can bring in reaching SLA excellence – and how it can help develop intuitive, predictive SLAs for seamless IT operations and enhanced customer satisfaction.

In the first installment of this two-part blog series, Srinivasan Shanmugam and Sachidanand Padgaonkar from Capgemini’s ADMnext team delve into the nuances of how Intelligent Automation driven by AIOps and monitoring solutions can help you radically improve your SLA management.

What does Intelligent Automation entail?

In this period of rapidly changing business and industry trends, companies are seeking an end-to-end, proficient automation solution to enhance the experience of their customers, improve productivity, and increase agility.

This can be achieved by applying Intelligent Automation solutions with cutting-edge technologies like Artificial intelligence (AI), Machine learning (ML), Robotic Process Automation (RPA), and Natural Language Processing to automate IT processes. Intelligent Automation brings enhanced decision-making capabilities to maximize operational efficiency – and enables you to streamline your IT operations by eliminating inefficiencies through a blend of AIOps and application monitoring solutions. With the right Intelligent Automation partner, you can attain predictive IT operations for proactive SLA management, automation for improved service quality, and the appropriate knowledge articles and root-cause analysis tools. You’ll also be able to achieve heightened optimization in the managing of repetitive IT incidents, along with real-time analysis that measures IT services performance and helps plan out improved continuous service improvement.

Overall, better collaboration between multiple operational teams is essential for SLA excellence, as partial or non-existent automation often results in communication gaps and delays that lead to missed SLA targets. Intelligent Automation facilitates this seamless collaboration by integrating multiple solutions and enabling real-time data sharing. This brings clearer communication of messages, faster response times, and seamless coordination – all of which improve SLA performance.

The power of AIOps with Capgemini

Capgemini’s Intelligent Automation solution can help you completely streamline your IT services. By using a multitude of tooling options to solve potential IT process problems, businesses can remove risk of human error, lower operating costs, and enhance operational efficiencies. Intelligent Automation can be a real game-changer when it comes to predictive SLA management through AIOps and steadily meeting and exceeding service commitments, which ensures smooth and timely IT services delivery.

With AIOps, Capgemini can help you collect and analyze huge volumes of data (historical data and real-time metrics) from various sources – including IT applications, infrastructure, and logs. For SLA management through predictive IT operations, AIOps can help forecast SLA violation by identifying potential bottlenecks, performance degradation, or capacity constraints by detecting patterns, anomalies, highlighting correlating incident scenarios, suggesting potential root causes, performing triage, or prioritizing and routing the incident to the appropriate resolver.

Monitoring solutions

When gathering and analyzing ADM services data, monitoring tools are essential. To produce accurate performance measurements, monitoring tools continuously inspect various applications and infrastructure components. In using monitoring solutions specifically, businesses can measure KPIs and set baseline performance thresholds. By integrating the right monitoring tools, these metrics and thresholds can be fed into AIOps solutions, enabling IT support teams to use a comprehensive and holistic approach in the management of SLAs through intelligent analysis, prediction of service health, and SLA conformity assurance.

Capgemini’s Intelligent Automation (as part of ADMnext) is a powerful solution that helps businesses radically improve SLA management. As part of IT process monitoring and automation, we can help you with issue prioritization, root-cause analysis, and potential problem solving by aligning SLA metrics such as response and resolution times. This solution also delivers increased SLA compliance overall, while preventing penalties and offering an enhanced customer experience – all of which contribute to customer retention and business expansion.

Stay tuned for part two of this series: “SLA compliance through predictive IT operations to drive improve end-user experience, translating to higher business growth.In this post, we’ll be expanding on the keys to Intelligent Automation adoption and how this can help you drive higher end-user experience and business expansion.

In the meantime, to learn more about how deploying Capgemini’s Intelligent Automation solution can help your business, drop us a line below.

Meet the authors

Srinivasan Shanmugam

Director, ADMnext
With more than 25 years of industry experience, I lead our ADM Automation and Smart Analytics offerings (with a focus on incident mining). I work with clients to develop outcome-driven, intelligent-automation strategies and solutions that generate maximum business value. In managing Smart Analytics – our service offering clients unified views and actionable insights – to help them make informed decisions that enhance their overall IT operational performance.

Sachin Padgaonkar

Vice President, ADM Solutions
I lead the portfolio ADM solutions team across all markets and specialize in ADM solutions for multi-tower deals. With +27 years of experience, I work with clients to develop value propositions around ADMnext to help them succeed on their growth journeys. I craft unparalleled offerings that serve to position Capgemini as business and technology leader for all of our clients by delivering unique business value. I’m also a seasoned SAP practitioner with experience across sales, delivery, and solutioning.