April 18, 2018 | Written by: Ranjith Lewis
Categorized: Analytics | Stories
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As disruptive technology drives change in most industries, many companies continue to monitor their environment in a traditional manner by reacting to incidents after discovering them. However, this reactive ‘fire-fighting’ approach is no longer acceptable as the damage has already been done, customers are unhappy and have no doubt already shared this dissatisfaction through social media. The change in how customers consume IT, and their expectations, where the last best experience from whatever interaction becomes the minimum standard, requires system availability 24/7. Service disruptions challenge a company’s image, quickly resulting in hard-to-repair reputational damage.
Instead of being reactive and waiting for the market to lead them, Danske Bank has instigated their own digital transformation and disruption in the Nordics. With this digitalization came more dynamic systems and environments with an increasing complexity which amplified the risk of events that impact customer service.
IBM worked with Danske Bank firstly at the infrastructure level, to provide a stable platform for the hosted applications, and then to proactively and predictively prevent incidents in the entire stack. The platform delivers artificial intelligence capabilities that bring together human intelligence and insight with technology by creating infrastructures, which are designed to predict and identify potential problems and self-heal, helping reduce business disruption and strengthening a highly secure IT environment.
By bundling automation, analytics and cognitive computing, IBM was able to help Danske Bank deliver automated delivery, and innovative continual service improvement, ensuring consistency outcomes and reducing human errors, and significantly, remove delays in restoration of critical services, even preventing them before they occur. Immediately after implementation the number of distributed infrastructure major incidents declined between 65-75%. Processes were also simplified and optimized through the use of analytics and automation, eliminating unnecessary steps and ensuring the most efficient approaches were automated.
Innovating operations are only possible with management commitment; a disruption philosophy, mind-set and change in behaviour toward these types of services that drives heightened focus and acceptance in daily operations. The adoption of technology has been key to this successful implementation. Now outages or incidents that previously could not be detected, or were detected only following a customer impacting outage, can be avoided and proactive action taken to deliver the end-service expected by their customers and to protect their reputation.
Click here, to find out more about the Danske Bank case and how IBM can help your organization cognitive technologies can help your service provider operations.