Fueling intelligent operations in cloud

From reactive to predictive operations

For more than 10 years, Accenture had been providing application management services for many of the company’s back-office applications, including SAP.

During this time, Accenture demonstrated strong capabilities in services delivery, and identified several opportunities to help the client reduce IT operating expenses and to transform business operations by implementing artificial intelligence (AI)-led automation in the cloud.

Impressed by the value Accenture consistently brought to the table and its vision for further improvements, the client expanded Accenture’s scope of services to include cloud infrastructure operations and management spanning network services, data centers, cloud optimization, end-user computing, integrated operations, managed security, IT service desk and service management.

A human + machine approach

Working closely with the client, Accenture leveraged its myWizard® platform to rapidly transform business processes and deliver automation in the cloud.

Drawing on myWizard’s AIOps capabilities, the client embarked on an automation journey with AI at the core to maximize innovation and efficiency while minimizing business disruption. In addition, the team used myWizard to accelerate cloud migration, manage change, track savings and return on investment, and enable a shift to modern engineering practices such as DevXOps.

myWizard also plays a vital role in cloud and infrastructure managed services, seamlessly monitoring more than 630 infrastructure hosts, 3,000 network devices, 1,500 Internet of Things (IoT) devices and 700 retail sites. In addition, automated monitoring and self-healing capabilities have helped increase system availability and efficiency while significantly augmenting the client’s workforce with a human + machine approach. For instance, the automation layer continuously monitors for process errors, while AI predicts process runtime, allowing for more efficient scheduling and automated alerts.

myWizard’s AIOps capabilities seamlessly monitor the infrastructure without any human intervention.

Intelligent automation in action

With Accenture assuming end-to-end responsibility for IT operations and support across both applications and infrastructure, the client is realizing significant value and synergy across its cloud investments and has achieved its targeted savings in IT operating and capital expenditure. Consolidating IT and infrastructure operations with Accenture also means a consistent, faster, and more reliable service experience.

A managed, structured approach to business process automation has already helped improve customer services. For instance, an important priority for the company was to provide better services to retail gasoline stations, including reliable fuel delivery and rapid response to retail POS problems.

In addition, by adopting automated, self-healing AI, Accenture helped the client improve fraud service response coverage by nearly 80 percent, fuel delivery scheduling by 70 percent and retail POS response service by more than 90 percent.