How Accenture Achieves 85% Reduction in Ticket Resolution Time with StackState

Accenture

Accenture plc is an Irish-based multinational professional services company that specialises in IT services and consulting. A Fortune Global 500 company, it reported revenues of $44.33 billion in 2020 and had 569,000 employees.

Global
IT Services

Challenge 

Accenture wanted to apply AI and Observability to automate ticket resolution for their myWizard® platform. When an issue occurred, they were receiving too many alerts across too many environments, making it difficult to determine the original cause and solve the right problem. Accenture needed comprehensive Observability to correlate details and provide crucial context to support their automation processes. 

Solution 

Accenture utilizes StackState to create an essential foundation for automated ticket resolution, correlating the 4Ts of Observability – Topology, Telemetry and Traces over Time – across multiple systems. Fast and accurate root cause analysis helps Accenture accelerate problem remediation and helps them reduce the number of incidents altogether by using AIOps to predict and avoid problems.

Highlights

StackState’s primary benefit is the 70% noise reduction of incidents that are coming into the system. Second… is a remarkable improvement in the speed at which we can actually resolve tickets… we're seeing 85% reduction in the resolution time.

How Accenture Powers Automation Through Observability and StackState's 4T Data Model 

Learn how one of the world’s most innovative professional services companies uses StackState to drive their core automation platform and to ultimately provide better services for their customers. 

Video Summary  

Accenture’s vision for value-led, business-aligned operations applies Machine Learning, Automation and Observability to help cloud-hosted and on-premise systems diagnose and heal themselves. The company’s ubiquitous myWizard® platform, used by 100,000+ practitioners at more than 3,000 companies, applies StackState’s advanced 4T Observability data model to automate self-healing capabilities, achieve up to 70% reduction in tickets, and realize up to 85% reduction in problem resolution time. 

StackState gives us the ability to constantly track what's happening in our constantly changing environments, particularly now the cloud is evolving so quickly, and we are continuously delivering into those environments.

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