Savings in the bank – Using ITOA cognitive capabilities

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The IBM Global Business Services (GBS) mantra is:

  1. Help your organization fundamentally redesign experiences to create new sources of value
  2. Digitally reinvent your operations for great efficiency
  3. Transform your entire enterprise through cognitive

Recently IBM GBS put an IBM IT operations analytics (ITOA) solution to work for a large financial services customer, resulting in massive savings they were able to pass on to the client.

Drinking your own champagne

As with my previous blog post, I am keen to showcase the successes of our IBM ITOA offerings, but I am even more keen to point out how at IBM internally we are in fact drinking our own champagne. The excitement within IBM currently regarding our ITOA solutions is palpable. IBM service organizations are using IBM’s ITOA offerings to create massive efficiencies, leading to reduced costs for services and better pricing for their clients.

IBM GBS and IBM services organizations are an important proof point for any IBM product because they focus on the bottom line and client success. What sets them apart is the ability to do things at a scale rarely seen with any single client. When IBM services get excited about an offering, it is because it makes a noticeable difference to them and their customers.

Gaining real insight

IBM GBS met with a large financial services client who explained that they had exhausted their traditional optimization methods. The client really wanted to focus on Level 1 operations and tasked IBM GBS with coming up with an innovative solution.

IBM GBS introduced the customer to IBM Operations Analytics Log Analysis with Service Desk Extension and applied this solution to identify opportunities for optimization.


The Service Desk Extension can drive insights by offering analytics on help desk tickets, elevating a client’s understanding of incident or service request hotspots and trending issues in an IT environment. This information helps service desk managers proactively assign help desk staff, subject matter experts and automation to to improve user satisfaction and optimize IT service availability.


Advanced cognitive capabilities helped the financial services client to see identify operational insights previously unknown to their level 1 operations team. The ITOA solution allowed IBM GBS to focus on the client’s ticketing big data, identifying areas of automation that resulted in a 30 percent cost savings for the client.

The Solution

The latest IBM operations analytics offering is IBM Operations Analytics Advanced Insights. Included in this offering is IBM Operations Analytics Predictive Insights Managed and IBM Operations Analytics Log Analysis Management.

These are very exciting times for the IBM Operations Analytics and ITSM portfolio. Get started by visiting the IBM Marketplace or the IBM Operations Analytics Developers Community for more operations analytics information and resources.

Explore how IBM Operations Analytics Advanced Insights can be the solution for your business.

Director, IT Operations Analytics - Development & Offering Management, IBM

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