AIOps

The Key to
Achieving Tech Agility
Report | July 2023
Contents

03 05 12
Executive What AIOps
Summary is AIOps? Landscape

18 22 26
AIOps Success nasscom AIOps Trends
Stories in Action Framework

29 32 36
Use Cases nasscom AIOps Outlook
& Challenges Playbook &
Recommendations

39 69
Case Studies Appendix
Executive Summary
4

Executive Summary
Report | June 2023

AIOps Technology Overview

■ AIOps is a rapidly growing field in IT management that leverages AI & ML
technologies to automate IT operations and enhance its overall efficiency.
■ With 1 in 3 organizations already using AIOps, cost savings of up to 50% and
productivity improvements of up to 45% has been seen.

AIOps Market Overview

■ Global AIOps Platforms Market was $8.3 Bn in 2022 and is forecasted to reach $80.1
Bn by 2032, estimated to grow at a CAGR of 25.4%.
■ AIOps industry is segmented based on type, deployment mode, application, and
industry verticals.
■ AIOps end-to-end technology stack is critical to enabling organizations to get the
most out of their AIOps investment.

AIOps India Overview

■ Indian AIOps end users are still maturing with largely companies being at the
monitoring stage (descriptive, predictive).
■ Platforms and service providers mainly face budget constraints from consumers in
implementing AIOps and hence are reaching out to global customers.
■ Despite barriers, there is a growing interest in AIOps in India due to the increasing
complexity of IT systems and need to improve IT operations to remain competitive.

AIOps India Market Adoption Trends

■ With IT environments quickly scaling at unprecedented rates, traditional IT
Management approaches have taken a back seat paving way for AIOps.
■ More than 50% of businesses have either fully enabled or begun implementing AI
into their workflow, hence AIOps will be integral to enterprise digital transformation
moving forward.
■ Fastest growing implementation of AIOps has come in the form of cybersecurity, with
it being the top use case for AI implementation.

AIOps Adoption Challenges

■ Organizations need to be aware of the challenges associated with use cases for AIOps
before implementing a solution.
■ Common IT challenges such as cost optimization, root cause identification,
correlation between components, use of multiple analytics tools, and lack of unified
view are taken care by common AIOps platforms and tools.

Recommendations to Maximize AIOps Adoption

■ To start AIOps journey learn about AIOps today and start by choosing small,
achievable use cases.
■ Discuss with peers and leaders what AIOps is all about. Experiment by using open-
source tools and demonstrate simple techniques to begin.
■ AIOps is a journey, not a destination. Implementing AIOps and witnessing the
results takes time.
 AIOps: The Foundation for a Modern IT Organization
5

What is AIOps?
#1
6

#1
Report | June 2023

What is AIOps?
Introduction

IT operations are the day-to-day activities and processes involved in managing an organization’s IT
infrastructure. This includes system monitoring, troubleshooting, managing backups and disaster recovery,
and ensuring security and compliance.

They are essential for an organization’s IT infrastructure to operate effectively and efficiently, support
business processes, and enable growth. However, when IT operations are not functioning properly, system
failures, security breaches, and other problems can occur, significantly impacting business productivity and
revenue. Therefore, it is important to have robust IT operations management processes in place to ensure
the security, stability, and optimality of an organization’s IT systems. Traditional approaches to IT operations
management involve manual monitoring and analysis of system data. This can be a time and labour-intensive
process, leaving an organisation’s IT team reviewing logs and metrics for hours.

As the technology landscape evolves, the amount of data companies generate is growing at an
unprecedented rate. Digital transformation and the advent of cloud computing have made IT infrastructures
more complex and distributed. This complexity and ever-increasing data volumes pose challenges for IT
operations teams. To meet this challenge, enterprises are turning to AIOps.

Definition

AIOps, short for Artificial Intelligence for IT Operations, is a new and rapidly growing field in IT management
that leverages artificial intelligence and machine learning technologies to automate IT operations and
enhance its overall efficiency. While AIOps began with the purpose of automating IT operations, it soon
became a horizontal, serving all verticals of the tech industry.

AIOps provides real-time insights and analysis of massive amounts of IT data, including application logs,
network data, security events, and performance metrics, to help enterprises identify and resolve IT incidents
and problems more rapidly and effectively.

Figure: Understanding AIOPs

AIOps: Artificial Intelligence for IT Operations

Entered IT lexicon Marriage of Automates

in 2016 Big Data & ML IT operations
AIOps is a term coined Umbrella term for the use AIOps aims to intelligently
by Gartner in 2016 as an of big data analytics, ML identify patterns, augment
industry category for ML and other AI technologies to common processes and tasks
analytics technology that automate the identification and resolve IT issues
enhances IT operations and resolution of common
analytics IT issues
To understand how AIOps came into existence, the evolution of AIOps is talked about in the next section.
7

AIOps: The Foundation for a Modern IT Organization

Evolution of AIOps

Figure: Evolution of AIOps

Today

GenAI fused
2018 AIOps
AIOps is Hygiene
Early Adoption & a new Normal
2017 in Enterprises

Emergence of
2016 AIOps Services/
Service Providers
Introduction
2010 to AIOps by
Gartner

Adoption of Big
2001 Data Practices

Machine
Learning
Emergence

Post emergence of Machine Learning in 2001, the big data practices started getting adopted in enterprises
in 2010. AIOps was then a term coined by Gartner in 2016 as an industry category for machine learning
analytics technology that enhances IT operations analytics. Subsequently it led to emergence of AIOps
services and service providers in 2017 and early adoption in 2018.

AIOps has become increasingly popular over the past years. It has grown out of several trends and needs
affecting ITOps, including IT environments to becoming a hygiene and new normal today with GenAI infusion.

Today’s AIOps platforms use data from multiple sources to provide a comprehensive view of the IT
environment, making it easier for IT teams to detect and diagnose problems in real-time. With the use of
machine learning algorithms, these platforms can analyse the data and identify patterns and anomalies that
could indicate potential issues, reducing the time it takes to identify and resolve incidents. In addition, AIOps
platforms can automate common IT tasks, such as incident response and resolution, freeing up IT staff to
focus on more strategic initiatives.
8 Impact of AIOps
Report | June 2023

Figure: Possible Impact of AIOps

Upto 50% Upto 45%

Cost Savings Productivity
Improvements

73% 1-in-3

Organizations are very or somewhat Organizations are already using

interested in using AIOps AIOps

30% 35%

Enterprises will extend network Organizations are prioritizing

attentiveness across IT teams, investments in AIOps to improve
including AIOps by 2024 datacentre performance

Source: nasscom expert interviews,

IBM Global AI Adoption Index, IDC, ESG

Advantages of AIOps

One of the key advantages of AIOps is its ability to improve IT service availability and
performance. By providing real-time insights into the IT environment, AIOps platforms can
quickly identify and resolve issues before they become critical problems. This reduces downtime,
improves end-user satisfaction, and increases the overall reliability of IT services.

Another important benefit of AIOps is its ability to improve collaboration and communication
within IT teams. With centralized IT data, teams can more easily share information and work
together to resolve issues, improving response times and reducing the risk of human error.

Significant reduction of manual work and IT operating costs over time and predictive insights for
data-driven decision making

Faster MTTR (Mean Time to Respond is the average time it needs to begin the work associated
with a service ticket) & MTTD (Mean Time to Detection is the time it takes for an issue to be
identified as one requiring attention) through data-driven automations.

Continued need to support remote operations leads to AIOps enabling predictive remediation
and “self-healing” systems.
 9

AIOps: The Foundation for a Modern IT Organization

AIOps is going to serve as the fulcrum around which we will re-examine current
IT operations processes in order to introduce improved collaboration between
humans, tools, and bots. The only word of caution; is that this shouldn’t be
viewed as the implementation of a tool or platform but rather as a new way of
working where procedures, people’s roles, and tools all need to be reviewed.
AIOps will be essential in the hybrid IT world of today for bringing resilience
at speed and scale as well as for assisting in waste reduction. AIOps will
Vijay Nair
Lead, ACE TOPAZ,
provide E2E Service Value Chain Visibility and produce Actionable insights by Automation (AIOps)
integrating throughout the full value chain and applying intelligence to it.” CoE (ACE), GDO
LTIMindtree Limited

AIOps represents a major step forward in the evolution of IT operations, providing organizations with
the ability to manage their IT environment more effectively and efficiently. By leveraging the power of
artificial intelligence and machine learning, AIOps platforms are changing the way IT teams work, helping
organizations to improve their IT services, reduce downtime, and enhance the overall efficiency of their IT
operations.

Operation teams are being asked to do more than ever before. In a common practice, old tools and systems
never seem to go away completely. Yet the same operations teams are under constant pressure to support
additional new projects and technologies, very often with same or declining staffing. Also, increased changed
frequencies and higher output in systems often means the data these monitoring tools produce is almost
impossible to consume.

Solution Spotlight

Infosys implemented Infosys LEAP to a client by eliminating noise, creating actionable incidents
based on correlated events and performed self-healing actions through automation workflows and
resolver BOTs. This resulted in 99.4% Noise Suppression from alerts to incidents and 48M+ Events/
Alerts processed.
10

Organisations are increasingly witnessing the benefits of AIOps

Report | June 2023

90-95%
The target of AIOps is to have 90-95% of the operative work done automatically by machines while
human intervention is needed just for the remaining 5-10%

50%
Overall IT budget cost savings ranging of up to 50% has been seen

35-45%
improvements in productivity can be expected

48%
of organizations today are making decisions based on quantitative analysis4

30%
growth expected in number of organizations with a formal data governance team

Top 5 Companies
The top 5 companies in each industry are expected to use tech to deliver insights and as a platform
for innovating during a global crisis such as recession or supply chain disruption6

30%
By 2024, 30% of enterprises will extend network attentiveness across IT teams, including AIOps7

35%
35% of organizations are prioritizing investments in AIOps to improve datacentre performance8

Source: SME interviews

Solution Spotlight

L&T Technology Services delivered to a client improved employee experience by implementing AI

powered Chatbots for personalized & proactive service and predicting potential issues and proactive
address potential downtime & interruption.
 AIOps and MLOps are different 11

AIOps: The Foundation for a Modern IT Organization

In the hunt for greater operational efficiency and improved effectiveness of solutions, organizations around
the world are increasingly turning to automation solutions. This means, growing number of tech leaders are
mining into both MLOps and AIOps. While both machine learning and artificial intelligence play a big role in
helping companies achieve operational efficiency, MLOps and AIOps are very different disciplines involving
different technologies and processes. Most importantly, they serve different goals.

However, despite the distinct differences, there are overlaps in the teams and skills required to successfully
implement AIOps and MLOps.

While AIOps combines big data and machine learning to automate IT operations processes,
MLOps is the process of creating, deploying, and maintaining machine learning models. In
other words, AIOps automates machines while MLOps standardizes processes.

AIOps is important for improving collaboration, increasing ROI, and facilitating digital
transformation, especially for businesses that work with multi-tiered environments, manage
thousands of applications and users, and require proactive performance monitoring.

On the other hand, MLOps is crucial for developing and deploying machine learning models in
a standardized and efficient manner.

However, despite the distinct differences, there are overlaps in the teams and skills required to successfully
implement AIOps and MLOps.
12
Report | June 2023

#2
AIOps Landscape
#2 13

AIOps: The Foundation for a Modern IT Organization

AIOps Landscape
Market forecast

Figure: Global AIOps Platform Market Forecast

(in $ Bn)
80.1
In the recent years, AIOps platforms have
gained a lot of traction as enterprises have
continued to expand their use across multiple
IT Operations management techniques.
9.6X
AIOps platforms market is forecasted by
Future Market Insights to reach $80.1 Bn in
2032 from it being $8.3 Bn in 2022 i.e., 9.6x
growth. The segment is estimated to grow at a
8.3
CAGR of 25.4%.

2022 2032

Source: Future Market Insights

How AIOps is being Offered

How AIOps is being offered:

By Type By Deployment By Application By Industry

■ Services ■ Cloud ■ Application ■ BFSI

■ Platform ■ On-Premise Performance ■ Hi-tech/ Telecom
■ Multi-Cloud Management ■ Manufacturing
■ Infrastructure ■ Retail
Management ■ Healthcare
■ Network & Security ■ MPE
Management ■ Others
■ Others

Source: Allied Market Research,

nasscom expert interviews
 The AIOps industry is mainly segmented based on type, deployment mode, application, and industry
14
verticals. Based on type, the market is segmented into platform and services, while on the basis deployment
mode, the market is segmented into on on-premises, cloud, and multi-cloud. Based on application, it is
Report | June 2023

segmented into application performance management, infrastructure management, network and security
management, and others. By industry verticals, the market is segmented into BFSI, Hi-tech/Telecom,
Manufacturing, Retail, Healthcare, MPE, and others.

Global AIOps Platforms Landscape

Illustrative, not exhaustive

AIOps Global Landscape

Source: nasscom expert interviews

AIOps Platform vendors have a wide range of capabilities that continues to expand. The platforms differ by
their abilities to ingest data and use cases. Above infographic provides a representative sample list of AIOps
platforms.

AIOps Platforms Observability

Central Functions of AIOps Platforms Common AIOps Capabilities

■ Anomaly Detection
Cross-Domain
■ Root Cause Analysis
Remediation Data Ingestion
and Analytics ■ Event Correlation
■ Automated Remmediation
■ Performance Modeling
■ Cohort Analysis

Pattern
Recognition Differentiation in AIOps Platforms
Topology
and Clustering
Discovery
■ Consumer Type
■ Modeling Constructs
■ Classifiers
Event and
■ Algorithms
Telemetry
■ Data Types
Correlation
■ Data Sources

Source: Gartner, nasscom expert interviews

The five common central functions of AIOps Platforms are discussed below:
15

AIOps: The Foundation for a Modern IT Organization

Cross-Domain Data Ingestion and Analytics

An AIOps platform can ingest, index, and standardize events or telemetry from multiple
domains, tools, or sources, including infrastructure, networks, applications, cloud, or existing
monitoring tools for cross-domain analysis. The platform must further enable data analytics
using machine learning at least two points, including:

a) Real-time analysis at the point of ingestion (streaming analytics)

b) Historical analysis of stored data

Topology Discovery

AIOps platforms periodically discover and assemble unified topologies of IT assets, including
applications, across domains. Topologies can include physical proximity, logical dependence
or another dimension that captures the relationship between IT assets and services.

Event and Telemetry Correlation

AIOps platform automatically correlates and compresses events across telemetry domains
or sources, reducing unnecessary human intervention. The correlation combines time and
topology to group-related events.

Pattern Recognition and Clustering

An AIOps platform processes events, and telemetry data to detect or predict major events
or incidents. The platform uses historic data for an initial baseline and continually learns and
refines individual patterns of major events based on historical data, real-time streaming data,
from operator input and reinforcement mechanisms.

Remediation

The AIOps platform continuously learns and improves associations between each important
event and the operations response by either explicit operator specification or observation.
The AIOps platform might offer a recommendation, automate a response, or trigger an
external automation system.

As an IT organization, we are committed to deliver worldclass employee

experience and for that it is crucial that we utilize the available platforms,
technology, data, and AI to deliver integrated and personalized services.
We have an ability to sense and respond rather than react and move
towards auto isolate and self-heal systems. By doing so, we improve the
operational efficiency, maximize productivity, and minimize costs.”

Anand Vaitheeswaran
CIO,
L&T Technology Services Ltd.
16
Solution Spotlight
Report | June 2023

GAVS Technologies implemented some capabilities of its proprietary AIOps Platform Zero Incident
FrameworkTM (ZIFTM) for a client which is a pioneer in housing finance in India
■ Full-stack monitoring to monitor all components (servers, storage, network devices)
■ Application Performance Monitoring (APM) to provide deep insights into application
performance & direction for user experience enhancement.
■ Intelligent event correlation.
■ Predictions to detect incidents in advance.
■ Remediation of issues before they strike operations.

Illustrative, not exhaustive

AIOps India Landscape

Source: nasscom expert interviews

AIOps is a relatively new field that is still in its early stages of adoption in India from end-user point of view.
Most companies in India are still at the monitoring stage of AIOps, which involves using descriptive and
predictive analytics to monitor IT systems and identify potential problems. However, there is a growing trend
of companies moving towards the prescriptive stage of AIOps, which involves using AI to automatically
recommend solutions to problems.

There are several reasons why Indian companies are still maturing in terms of AIOps adoption. One reason is
that many companies are still struggling to get their basic IT operations under control. Additionally, the cost
of implementing AIOps solutions can be a barrier for some companies. Also, the need for more AI/ ML skills
and the talent required to manage data effectively is one of the challenges.

Despite these challenges, there is a growing interest in AIOps in India. This is due to the increasing complexity
of IT systems and the need for companies to improve their IT operations to remain competitive.

As the adoption of AIOps in India continues to grow, it can be expected to see more companies moving
towards the prescriptive stage of AIOps. This will allow companies to automate IT operations and improve
their IT service delivery.

Our research indicated that an AIOps end-to-end framework is needed to ensure that AIOps is implemented
effectively and efficiently. The following section aims to provide an AIOps framework that is a direction for
organizations to follow as they adopt AIOps, and it helps to ensure that all the necessary components are in
place.

Solution Spotlight

VuNet Systems is a next-gen visibility and analytics company that uses full-stack Al & Big Data
analytics to accelerate digital transformation within an organization. vuRCABot, is VuNet’s AIOps
Product to vuSmartmaps, a Business Journey Observability platform.
 17
Solution Spotlight

AIOps: The Foundation for a Modern IT Organization

Affine.AI developed a sophisticated AWS Based AI Solution to Automate the Overall Process of
ODW Server Health Monitoring by enabling the system to deal with issues such expensive queries
& recommended the decision on terminating or pausing the queries in near real time using ML
Algorithms and cloud-based deployment for the AIOps Solution.
18
Report | June 2023

#3
AIOps Success Stories
in Action
#3 19

AIOps: The Foundation for a Modern IT Organization

AIOps Success Stories
in Action
AIOps solutions lead to cost savings

LTI Mindtree

AIOps Solution/ Tools:

Canvas Opsight, CANVAS AIOPs, PowerShell, Azure Devops, Ansible, bmc Control-M,
Servicenow, UIPATH

Impact Created by AIOps:

■ $2.5 Mn annual IT cost reduction
■ 45K hours saved through automation
■ 58% reduction in requests, 60% possible MTTR improvement via automation

Infosys

AIOps Solution/ Tools:

Infosys LEAP

Impact Created by AIOps:

■ Cost savings of $12.8 Mn, Agile AMS rolled out for 16 DevOps teams
■ 20% effort savings for key operational activities
■ 99.4% Noise Suppression from Alerts to Incidents

Affine.AI

AIOps Solution/ Tools:

AWS Based AI Solution

Impact Created by AIOps:

■ For each Enterprise level server, the deployed solution was able to provide the client with
$1.8-2 Mn worth of annual cost savings
■ Reduction in unplanned downtime by ~80%, significantly boosting operational efficiency
■ The solution addresses Responsible AI with data privacy, data security and explainability
20 AIOps solutions help save time and effort
Report | June 2023

Cisco

AIOps Solution/ Tools:

Cisco Nexus® 9000 Series switches, Cisco® Data Center Network Manager (DCNM), Cisco
Nexus Dashboard, Cisco Nexus Insights, Cisco Network Assurance Engine (NAE), Cisco UCS®
servers, Cisco Intersight™ Infrastructure Service

Impact Created by AIOps:

■ Unified operations toolset and correlated infrastructure insights
■ Cut the time spent going back-and-forth between monitoring tools by 50%
■ Reduced correlation efforts by 40 to 50%
■ Accelerated mean time to detect (MTTD) by 30%

Capgemini

Impact Created by AIOps:

■ Detects and reacts to potential issues before they turn into failures
■ Reduces effort required for ticket resolution
■ Reduction in MTTR for tickets enabling faster issue resolution

GAVS Technologies

AIOps Solution/ Tools:

AIOps Platform Zero Incident Framework (ZIF)

Impact Created by AIOps:

■ Detection of 95% of high impact incidents in advance
■ Reduction of high impact incidents by 25%
■ Reduction in MTTR by 70%
■ 90%+ tickets auto triaged by virtual supervisor

IBM

AIOps Solution/ Tools:

Cloud Pak for Watson AIOps

Impact Created by AIOps:

■ AI Manager Log Anomaly Detection reduced mean time to detect MTTD by 50%
■ Identified 965 anomalies before the incident was detected and ticket opened
■ Improved MTTR by 43% or 40 min per incident
AIOps improves overall productivity 21

AIOps: The Foundation for a Modern IT Organization

L&T Technologies Services

AIOps Solution/ Tools:

Nagios, Ganglia, Power Automate, PowerBI for visualization, GreenITCo for ITSM & few Cloud
observability tools

Impact Created by AIOps:

■ 5 Bn alerts analyzed, and the threats found were mitigated
■ Ensured ~99% availability of critical HPC Cluster through proactive isolation and auto
remediation
■ Reduced IT incidents by 20% through automation

Bert Labs

AIOps Solution/ Tools:

AIOps Bert Platform Solution

Impact Created by AIOps:

■ 30% reduction in Electricity & 20% in fuel
■ From an AIOps standpoint primarily, it solves two problems one is prediction & second is
optimization

VuNet

AIOps Solution/ Tools:

vuRCABot, vuSmartMaps

Impact Created by AIOps:

■ WAN link stability improved by 40% with the help of ML driven Network Experience Index
■ Anomalies based alerts in bandwidth utilization enabled to suppress 80% of static
threshold based alerts
22
Report | June 2023

#4
nasscom
AIOps Framework
#4 23

AIOps: The Foundation for a Modern IT Organization

nasscom AIOps Framework
The AIOps end-to-end technology stack is critical to enabling organizations to get the most out of their AIOps
investment. A comprehensive technology stack includes the following components:

Figure: Key Building Blocks of AIOps

Data Collection Automation

#4

#1

#3

Data Processing #2 Data Analysis

Source: aims, nasscom

Data Collection
#1 The first step in any AIOps solution is to collect data from all the various infrastructure and
applications in an organization’s IT environment. This data can be collected from various
sources such as logs, metrics, and events.

Data Processing
#2 After collecting the data, the organization needs to prepare it for analysis. This includes
cleaning the data, removing errors and discrepancies, and normalizing the data for easier
analysis.

Data Analysis
#3 The next step is to analyze the data using Big Data, AI, and machine learning algorithms.
This analysis identifies patterns and trends in the data that can be used to identify potential
problems and predict future performance.

Automation/ Actionable Insights

#4 The most crucial step is to extract actionable insights from the analysis. These insights can be
used to improve IT performance, reduce costs, and improve customer satisfaction.
24
Solution Spotlight
Report | June 2023

Capgemini’s AIOps Solution embeds AI in an enterprise level to transform IT Operations to drive

higher efficiency, accuracy & speed. It is spread across four different dimensions of AI driven
operations: Application Management, Issue Resolution, Ticket Management and Voice of End-User.

The AI solution has been built using open-source technologies leveraging Advanced Machine
Learning Algorithms, Deep Learning Models, Transfer Learning, Recent pre-trained NLP models
to derive maximum benefit for the organization. The solution is also backed by other Capgemini
offering of Data platforms, MLOps to provide end-to-end solution at an enterprise level.
 End to End Tech Stack Framework 25

AIOps: The Foundation for a Modern IT Organization

The figure below depicts a comprehensive AIOps tech stack that provides all these components to help an
organization get the most out of their AIOps investment.

Overall, looking at the AIOps end-to-end technology stack helps organizations improve IT operations by
reducing costs, improving performance, and increasing agility.

User Experience Operations Automation

Actionable Insights

Big Data, ML and AI Services

Fault & Alert Analysis

Automatic Discover
Anomaly Detection
Predictive Analysis

Event Correlation
Reinforcement
Optimization

Visualization
Auto Scaling

Root Cause

Monitoring
Intelligent
Learning
Resource

Analysis

Topology

Log Data

Data Collection Metric Data Historical & Real-time Data

Event Data

Tickets
Security Event

Observability
Observability

Observability
Observability

Observability

Observability

Security Infra
Observability
Data Centre
Application

Network
Storage
Cloud

Application Layer Infra Layer

Source: nasscom expert interviews

A typical AIOps tech stack works on Application or Infrastructure layers. On these layers, the various functions
observability is carried out such as application, security, cloud, storage, etc. The data collected from here
historical and real time in form of logs, events, tickets, etc are then analysed by applying AI, ML, and big data
services. This results in output of actionable insights leading to operations automation and improved user
experience.
 Trends
#5
Report | June 2023

26
#5 27

AIOps: The Foundation for a Modern IT Organization

Trends
Current Trends

IT environments are growing at unprecedented rates

#1 With IT environments quickly scaling at unprecedented rates, traditional IT management
approaches have taken a back seat. Offline, manual efforts that require a lot of human
intervention don’t work in the world that operates on an ever-increasing pile of big data.
AIOps, on the other hand, simplifies operations by introducing automation and other relevant
technologies under one umbrella.

Enterprise AIOps adoption growth

#2 There is no question that enterprises are ushering in AI technologies with their digital
transformation strategies. AIOps will be integral to enterprise digital transformation
moving forward. According to a 2021 PWC report1, over 50% of businesses have either fully
enabled or begun implementing AI into their workflow. IT leaders are at the forefront of this
transformation. IT leaders are strategizing the use of machine learning in multiple facets of
their enterprises, including sales, marketing, and security. Furthermore, enterprise operations
are becoming too challenging and fast-paced for traditional practices to still be used. This
is the main driver behind many digital transformations and will likely fuel the rapid growth of
AIOps platforms.

AIOps is the future of IT & business operations!

Until recently, we were in the age of ‘Artificial Local
Intelligence (ALI)’ with specialized singular functions
but the advent of LLMs have heralded the advent
of the age of ‘Artificial General Intelligence (AGI)’.
By using AGI to collect, analyse, and correlate data
from across the Business and IT process stack, AIOps
Dr. Param Jeet Abhishek Dutta
will transform and induce incremental improvement Director Director
in operational efficiency, reduce costs, and elevate Head of AI/ML Practice Data Science/AI
customer experience which will be industry, function Affine Affine
as well as cloud agnostic.”

Continuous and unending growth of data to retain

#3 Apart from the IT environment, the amount of data that IT teams of today need to retain and
explore is also increasing exponentially. Again, the traditional methods of going through this
data to derive intelligence have taken a backseat. AIOps handles this complexity seamlessly,
saving IT Teams a lot of time and headspace.
28
Modern infrastructure problems require modern solutions
#4
Report | June 2023

With more businesses looking to digitize their operations, IT no longer remains a part of a
business. Instead, IT is the business of today. The consumerization of tech has changed UX for
industries far and wide. As a result of this, reaction to IT events needed to occur immediately,
especially when the issue impacts user experience. Also, as AI priorities have shifted from
financial analysis and consumer insight to cost optimization and customer experience in
the wake of the pandemic, AIOps has found a new footing. Remote and hybrid working is
continually showing the potential of AIOps. According to a Transposit report2, over 90% of
IT, DevOps, and Site Reliability Engineering professionals reported an increase in service
incidents. An even higher percentage claimed incidents take longer to resolve while working
remotely. It is also expected for business leaders to look to AIOps to address these newfound
issues.

Greater computing power at the edges of networks

#5 Another important trend that has propelled the adoption of AIOps is the ease with which
cloud infrastructure has empowered lines of business to build their own IT applications. As a
result of that, budgeting and control of IT have shifted from the core to the edge, and more
computing power is being presented at the edges - and not just the core.

AI Cybersecurity
#6 Perhaps the fastest growing implementation of AIOps has come in the form of cybersecurity.
A 2020 IBM survey3 of over 4,000 US, EU, and Chinese businesses established that
cybersecurity as the top use case for AI implementation. Companies are leveraging machine
learning and artificial intelligence to detect malware and prevent cyberattacks. Many
experts see AIOps as the next frontier in cybersecurity. Major players are already using these
technologies for their cybersecurity needs as well. AI cybersecurity solutions can be used
to detect malware and potential attacks ahead of time. These solutions learn from human
behaviour and previous breaches to prevent any further ones from ever happening.

Complexity has stretched the ability of IT Ops teams to understand data

and respond quickly across an environment. Existing tools and processes
are not sufficient to solve the problem, paving the way for AIOps”.

Veeramani Nambi
Portfolio Product Manager
IBM Automation
 AIOps: The Foundation for a Modern IT Organization
29

Use Cases & Challenges

#6
30

#6
Report | June 2023

Use Cases & Challenges

AIOps is a promising technology that has the potential to revolutionize IT operations. However, organizations
need to be aware of the challenges associated with use cases for AIOps before implementing a solution. Here
are some of the challenges that AIOps can help to solve:

Cost optimization

AIOps can help to reduce costs by automating tasks,

improving efficiency, and preventing outages. For
example, AIOps can be used to identify and eliminate
unnecessary IT resources, such as unused servers or
licenses.
AIOps already has the
autonomous remediation
capabilities armed
Root cause identification with deeper contextual
AIOps can help to identify the root cause of problems insights derived from
more quickly and accurately than traditional methods. the correlation of data
This can help to reduce the time it takes to resolve from diverse sources like
problems, which can save money and improve logs, metrics, events,
customer satisfaction. and user behaviour.
AIOps now possesses the
power to autonomously
detect, analyse, decide,
Correlation between components and resolve common
IT patterns, without
AIOps can help to identify correlations between
human intervention.
different components of an IT infrastructure. This can
While we embrace this
help to identify problems that would not be visible
transformation, we must
if each component were monitored in isolation. For
uphold ethical principles
example, AIOps can be used to identify a problem with
by addressing concerns
a database that is causing performance problems in a
regarding bias, privacy,
web application.
and security.”

Multiple analytics tools

AIOps can help to consolidate multiple analytics tools

into a single platform. This can make it easier for IT
teams to get the information they need to identify and
resolve problems.

Lack of unified view

Syed Ahmed
AIOps can help to provide a unified view of Sr. Industry Principal Leader,
an IT infrastructure. This can help IT teams to AI & Automation Enthusiast
Infosys
understand how all the different components of an
IT infrastructure are connected and how they are
impacting each other.
The figure below depicts the Roles, Use Cases and Challenges associated with Applications and
31
Infrastructure, Digital Experience, and IT Service Analytics.

AIOps: The Foundation for a Modern IT Organization

Applications and Infrastructure Insights

Roles/ Personas Use Cases Challenges

■ Administrators ■ Anomaly Detection ■ Cost Optimization

■ Architects ■ Log Insights ■ Root Cause
■ Procurement Team ■ Capacity Insights Identification
■ App Users ■ Smart Alerts ■ Correlation between
■ CIOs Components

■ CFOs ■ Multiple Analytics

Tools
■ Lack of Unified View

Digital Experience Analytics Insights

Roles/ Personas Use Cases Challenges

■ End Users ■ Business Insights ■ Adverse changes

■ CFOs, CIOs ■ User Experience ■ Lack of End-user
■ Procurement Manager Enrichment Experience
■ Vendor Managers ■ CIO Initiatives ■ Siloed teams
■ IT Business Analyst ■ Observability ■ Centralized User
■ IT Vendor Experience
Management ■ Software currency
■ Vendor
performance

IT Service Analytics Insights

Roles/ Personas Use Cases Challenges

■ Operation Managers ■ SLA Analytics ■ Identifying high risk

■ Support Teams ■ Change Analytics changes
■ End Users ■ Tracking SLA scores
■ Correlating Operations
Data & Process Data

Source: nasscom

In practice, these use cases only provide initial relevance for IT operators. Platform users are tasked with
creating greater outcomes for roles such as leaders, system administrators, architects, etc. Hence, there is a
need for a playbook to get started with an end goal objective to be achieved by AIOps.
32
Report | June 2023

#7
nasscom
AIOps Playbook &
Recommendations
#7 33

AIOps: The Foundation for a Modern IT Organization

nasscom AIOps Playbook
& Recommendations
Playbook

AIOps offers several compelling capabilities, but getting started does not have to be overwhelming. Here are
a few best practices to get started:

Figure: AIOps Roadmap

#1 Align
#3 Build Data #5
the goals Integrations
Five Step in each Identify Top and Data Build
Assessment of the steps Use Cases Lakes Insights

#2 #4

Source: nasscom

5 Step Assessment:
#1 A company should start by using 5-step approach.

■ Descriptive: Descriptive assessments can be used to identify problem behaviors, to track

progress over time, and to evaluate the effectiveness of interventions

■ Diagnostic: A diagnostic assessment is a type of assessment that is used to identify

strengths and weaknesses in a particular area

■ Predictive: A predictive assessment is a type of assessment that is used to predict future

outcomes.

■ Prescriptive: Prescriptive assessment is a type of assessment that is used to prescribe

specific interventions or instruction.

■ Automation: Automation is the process of using AI and ML algorithms to automate tasks

and interventions deciphered in the above steps.

Align the Goals:

#2 In each of the steps of the 5-step assessment, align the goals to map the journey.
34
Identify Top Use Cases:
#3
Report | June 2023

Identify and select top use cases and then map what is available with the types of data
sources.

Build Data Integrations and Data Lakes:

#4 Start building data integrations with central data lake by pulling data by use cases. A data
lake is a centralized repository designed to store, process, and secure substantial amounts of
structured, semi structured, and unstructured data. It can store data in its native format and
process any variety of it, ignoring size limits.

Build Insights:
#5 Once data is collected, start building descriptive, diagnostic, predictive, and prescriptive
insights. These insights will be iterative and will keep getting built up as per data collected
over time.

How to Evaluate an AIOps Tool

The following evaluation criteria can be used to select an AIOps tool:

Criteria to Evaluate an AIOps Tool Low Moderate High

1. Core Functionality:
a. Monitoring
b. Anomaly Detection
c. Root Cause Analysis
d. Automated Remediation
e. Predictive Analytics
f. Integration With Existing Infrastructure

2. Performance at Scale:
a. Ability to analyse large volumes of data in Real-Time

3. Ease of Deployment and Use:

a. UI/IX, Workflow
b. Ease of Integration with Existing Infrastructure, Systems and
Processes
c. Ability to Support Cloud-Native Environments,
Containerized Applications, and Hybrid Infrastructure

3. Vendor Support and Roadmap:

a. Vendor’s Reputation, Expertise, and Customer Support Services
b. Vendor’s Commitment to Innovation
c. Product Roadmap to Ensure Ongoing Updates, Enhancements,
and Support
d. Availability Of Resources Such as Documentation, Training, and
User Communities that can assist with Onboarding and
Troubleshooting

Sample Scoring: Dr. Reddy, nasscom

 Recommendations 35

AIOps: The Foundation for a Modern IT Organization

Learn about AIOps today:
#1 It is important to get comfortable with the technology. Priorities and skills change, hence, it
may be needed sooner than the organizations think.

Choose a small, achievable use case:

#2 Transformation efforts are more likely to succeed when they start small. Organisations must
select a few test cases that are achievable and help them learn about AIOps.

Demonstrate competence:
#3 Organisations must discuss with peers and leaders what AIOps is all about. Demystifying
technology by demonstrating simple techniques is the key.

Feel free to experiment:

#4 Several open-source, low-cost ML software options are available. Companies can experiment
with AIOps and data science applications with these tools.

Use existing resources:

#5 Companies must search for data and analytical resources that may already exist within their
organizations. These resources will help them get started with AIOps.

In addition, there are some important points to keep

in mind while implementing AIOps:

■ Include leadership- AIOps is a big change for

the organisation, so it is important to get the AIOPs can help organizations build
leadership’s buy in at the outset. resilient and reliable systems, combining
■ Build the team- AIOps is a complex undertaking, the power of artificial intelligence with
so building a team of experts is critical. This team reactive, predictive and proactive
should include people with expertise in IT, data monitoring and automation.”
science, and machine learning.

■ Set realistic expectations- AIOps is not a

universal remedy. It helps improve IT operations,
but it does not solve all problems.

■ AIOps is a journey, not a destination.

Implementing AIOps and witnessing the results
takes time.

Prateeti Mohapatra
Manager and Sr. Research Engineer
AIOps & Observability
IBM Research Lab, India

Source: nasscom, secondary research

 Outlook
#8
Report | June 2023

36
#8 37

AIOps: The Foundation for a Modern IT Organization

Outlook
Impact of Generative AI on AIOps

In the coming years, Generative AI will have a fundamental role in shaping the future of AIOps. Generative AI
is a type of artificial intelligence that can create new data, such as text, images, or audio. This technology has
the potential to have a significant impact on AIOps.

Here are some of the ways that Generative AI could impact AIOps:

Improved root cause analysis:

#1 Generative AI could be used to analyze enormous amounts of data to identify the root cause
of IT problems. This could help IT teams to resolve problems more quickly and efficiently.

Automated incident response:

#2 Generative AI could be used to automate the response to IT incidents. This could help to
reduce the time it takes to resolve problems and improve the overall availability of IT systems.

Enhanced IT security:
#3 Generative AI could be used to identify and respond to security threats. This could help to
protect IT systems from cyberattacks.

Overall, Generative AI has the potential to significantly improve AIOps. By automating tasks, identifying root
causes, and responding to threats, generative AI could help IT teams to improve the performance, availability,
and security of IT systems.

As organizations embrace digital transformation, AIOps is emerging as

a crucial technology trend, enabling them to harness the power of AI to
drive operational excellence and deliver seamless and resilient IT services.
By leveraging ML and advanced analytics, AIOps enables proactive and
intelligent monitoring, analysis, and automation of IT operations, resulting
in enhanced efficiency, reduced downtime, and improved customer
experience. A key strength of AIOps lies in its platform capabilities, which
Brajabhusan Panda
encompass real-time data ingestion, correlation, and pattern recognition Head of Global Digital
across diverse data sources, enabling rapid detection and resolution of CoE & Enterprise
issues. Furthermore, AIOps platforms empower IT teams with actionable Architecture
insights, intelligent automation, and predictive capabilities, empowering Dr. Reddy’s Laboratories
them to make data-driven decisions and focus on strategic initiatives.”
 Here are some examples of how generative AI is already being used in AIOps:
38
Report | June 2023

Splunk is using generative AI to create synthetic data that can be used to train AIOps models.
#1 This helps to improve the accuracy and performance of the models.

Google Cloud AIOps uses generative AI to automatically generate alerts when there are
#2 potential problems with IT systems. This helps IT teams to quickly identify and resolve problems.

IBM Watson AIOps uses generative AI to create personalized recommendations for IT teams.
#3 These recommendations can help teams to improve the performance of IT systems.

Source: Generative AI, nasscom analysis

As Generative AI technology continues to develop, it is likely to have an even greater impact on AIOps. This
technology has the potential to revolutionize the way that IT operations are managed.

AIOps is the future of IT operations. As organizations continue to generate more data and deploy more
complex IT infrastructures, AIOps is becoming increasingly important to enable organizations to effectively
manage their IT operations.

To stay ahead of the curve and ensure an organization’s IT systems are running at peak performance,
organisations must consider implementing AIOps.
 AIOps: The Foundation for a Modern IT Organization
39

Case Studies
#9
40 Dr. Reddy Lab’s AIOps tool efficiently identifies anomalies & identifies
root causes
Report | June 2023

About

Dr. Reddy’s Laboratories is an Indian multinational pharmaceutical company based in Hyderabad.

Dr. Reddy’s manufactures and markets a wide range of pharmaceuticals in India and more than 100
countries. The company has over 190 medications, 60 active pharmaceutical ingredients (APIs) for drug manufacture,
diagnostic kits, critical care, and biotechnology.

Global Footprint

India, USA, China, Canada, Brazil, Mexico, Russia

Problem Statement

Dr. Reddy’s Laboratories wanted to enhance the efficiency of its IT support function and improve
overall production health. Following interventions were needed towards this:
■ Reduce noise and provide intelligent alerting in order to streamline incident management and improve response
times; their systems generate a vast number of alerts, leading to alert fatigue and difficulties in identifying critical
issues
■ Efficiently identify anomalies and determine their root causes there by enabling faster problem resolution
■ Predict potential issues before they occur
■ Enable automated remediation by executing predefined actions or scripts based on predefined rules and policies
when an incident occurs or a change needs to be carried out
■ Automated frequently repeated activities
■ Centralized and unified view of IT infrastructure, applications, and performance metrics
■ Promote collaboration among different teams, such as operations, development, and support by breaking down
silos

AIOps Tools or Solutions

Dr Reddy’s Labs chose a leading AIOps tool that frequently features in Gartner’s Magic Quadrants.

Here is the set of criteria they used to evaluate the AI Ops tool landscape.
1. Core Functionality:
■ Monitoring
■ anomaly detection
■ root cause analysis
■ automated remediation
■ predictive analytics
■ integration with our existing infra

2. Performance at scale:
■ Ability to analyze large volumes of data in real-time

3. Ease of Deployment and Use:

■ UI/IX, workflow
■ Ease of integration with existing infra, systems and processes
■ ability to support cloud-native environments, containerized applications, and hybrid infra

4. Vendor Support and Roadmap:

■ Vendor’s reputation, expertise, and customer support services
■ Vendor’s commitment to innovation
■ Product roadmap to ensure ongoing updates, enhancements, and support
■ Availability of resources such as documentation, training, and user communities that can assist with
onboarding and troubleshooting
Capgemini helped client decrease ticket management effort 10x using AIOps 41

AIOps: The Foundation for a Modern IT Organization

About Global Footprint

Capgemini is a group of 360,000 people 30,000+ Data & AI experts Globally –

passionate about helping clients solve ■ Europe – 5075
their most complex challenges, delivering
■ North America – 3475
Transformation, at scale.
■ Asia-Pacific – 2525
With their international presence and unrivalled sector ■ Middle East – 700
knowledge, they bring consulting, technology services,
■ India – 18,500
and digital transformation to their clients. Through
a portfolio of offers, they are integrating 50+ years
of demonstrated SI Leadership and Execution with
Innovation to Realize Total Value.

Problem Statement

With traditional IT Operations support organizations face different challenges:

■ Approach is purely reactive
■ Higher resolution time for issues resulting in poorer customer satisfaction
■ Lack of strategic insights
■ Suboptimal resource utilization

As per Gartner report, $26.5 Bn is the estimated value of lost revenue every year due to IT downtime costs.
In view of the challenges and potential impacts, there is in increased focus that need to be given by organizations to
enable AI embedded IT support

AIOps Tools or Solutions

AIOps Solution embeds AI in an enterprise level to transform IT Operations to drive higher efficiency,
accuracy & speed. It is spread across 4 different dimensions of AI driven operations –
1. Application Management
2. Issue Resolution
3. Ticket Management
4. Voice of End-User

The AI solution has been built using open source technologies leveraging Advanced Machine Learning Algorithms,
Deep Learning Models, Transfer Learning, Recent pre-trained NLP models to derive maximum benefit for the
organization. The solution is also backed by other Capgemini offering of Data platforms, MLOps to provide end-to-
end solution at an enterprise level.

Impact and Scale

AIOps Solution leverages vast Capgemini experience of delivering & building IT Operations Solution for
clients cutting across different industry lines and geographies. Key values delivered by the solution include:
1. Detect and react to potential issues before they turn into failures
2. Reduces effort required for ticket resolution
3. Reduction in Mean Time to Resolution for tickets enabling faster issue resolution
4. Automated ticket handling without human intervention
5. Facilitates SLA adherence for tickets
6. Optimized resource planning & utilization
7. Better impact assessment enabling better preparedness

Estimated impact based on past AIOps engagements show significant gain:

■ At least 8%-10% decrease in effort for management of tickets raised by external users
■ At least 12%-15% decrease in MTTR (Mean Time To Resolve) for tickets generated due to incidents
42 LTTS reduced IT incidents by 20% through AIOps implementation
Report | June 2023

About Global Footprint

LTTS (L&T Technology Services) is a LTTS has a global presence with

global engineering services company that operations in North America, Europe,
provides innovative solutions and services to Asia-Pacific, and the Middle East.
clients across various industries such as aerospace,
automotive, semiconductors, telecom, and healthcare, LTTS is headquartered out of India
among others

LTTS offers a range of services such as product design

and development, engineering analytics, digital
engineering, and smart manufacturing. The company
has a strong focus on innovation and has developed
several cutting-edge solutions in areas such as 5G, IoT,
AI, and machine learning.

Problem Statement

Manage, Monitor, and Remediate

■ How to manage ever changing threat landscape
■ How to ensure maximum uptime and availability of IT services
■ How to improve overall IT operational efficiency and resilience

Employee Experience:
■ Move away from SLA to XLAs

Scalability / Agility:
■ How to cope-up with dynamic business scenarios
■ How to eliminate points of failure
■ Move away from incident-based reactive support to proactive support

AIOps Tools or Solutions

Nagios, Ganglia, Power Automate, PowerBI for visualization, GreenITCo for ITSM & few Cloud
observability tools

Impact and Scale

Cybersecurity
■ Threat hunting and monitoring of alerts - 5 Bn alerts analyzed, and the threats found were
mitigated. Not possible without AI
■ Behavioral analysis & anomaly detection to prevent unauthorize access & security breaches

HPC’s and critical Infra

■ Ensured 99.99999 % availability of Critical HPC Cluster through proactive isolation and auto remediation

IT Operations
■ Reduced IT incidents by 20% through automation
■ Improved CSAT score to 4.5/5
■ Supported 30% increase in the overall organization headcount with the same IT support team

Employee Experience
■ Enabled AI powered chatbots for personalized & proactive service
■ Predict potential issues and proactive address potential downtime & interruption
LTI Mindtree’s AIOps implementation lead to $2.5 Mn annual IT cost reduction 43

AIOps: The Foundation for a Modern IT Organization

About

LTIMindtree is a global technology consulting and digital solutions company that enables
enterprises across industries to reimagine business models, accelerate innovation, and maximize growth
by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings
extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences,
and business outcomes in a converging world. Powered by 84,000+ talented and entrepreneurial professionals across
more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed
strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and
delivering transformation at scale.

Global Footprint

Worldwide

Problem Statement

■ IT Automation for a large manufacturing conglomerate​

■ Complex infra environment, with highly federated decision making and operations management
at the BU level​
■ Ongoing infra transformation- Hybrid Cloud on Azure and Hyperflex, ITSM transition from BMC
to ServiceNow and enabling Agile and DevOps for Infra Management

AIOps Tools or Solutions

■ Azure Devops
■ Ansible
■ bmc Control-M
■ Servicenow

Impact and Scale

■ $2.5 Mn annual IT cost reduction

■ 45K hours saved through automation
■ Zero Unplanned outage in last 24 months
■ 58% ​reduction in request / incident MTTR​
44
Bert Labs’ AIOps implementation effectively optimizes and predicts issues
Report | June 2023

About

Bert Labs was incorporated in 2017, to help the clients in their Digital Transformation be it a work
environment, factory setting, or manufacturing unit, for consumers, businesses, and governments.
Bert Labs is innovation at the inter-section of Artificial Intelligence -Internet of Things (AI-IoT), solving complex
industrial problems, energy efficiency improvement and production efficiency improvement for large corporations
across industry verticals, to help them achieve their year-on-year Sustainability, Productivity, and Capital Efficiency
goals. Bert Labs helps customers leverage their software and hardware to generate customized applications, delivered
within the nerve center of where they are located.

Global Footprint

India, Middle East, APAC, North America and Europe

Problem Statement

To streamline the process of drug discovery, to drastically reduce in time (years) in drug discovery
lifecycle, compound screening, preclinical testing of lead component, checking, testing during trial
phase (1, 2, 3), regulatory approval requirement and drug candidate identification and reaction log maintenance

AIOps Tools or Solutions

From an AIOps standpoint primarily, they are solving two problems one is prediction & second is
optimization. It is a sensitive, complex process environments. In an unsupervised learning as part of the
AIOps, very few companies globally are doing this and Bert Labs is doing it successfully. So as part of unsupervised
learning, they work on reinforcement learning (RL). So that is a combination of two very powerful neural networks.

Rest APIs integrated with Bert Nova Microservices, for continues flow of data aggregation, data preprocessing on live
streaming. All other tools/solutions are built and created in house for the requirements.

Impact and Scale

AI –IoT solution can reduce the amount of time required for search and manufacturing of a novel drug
■ Drug retrosynthesis can reduce raw material usage or increase yield by finding the best pathway
for synthesis in lab -drug synthesis reducing costs up to 60%
■ Creating novel molecules which cannot be synthesized in the lab previously
■ Creation of new molecules enables drug discovery for multiples targets at the same time
■ Optimizing manufacturing yield by finding the best route of synthesis, catalysts regents, etc.
■ Finding best route of synthesis can reduce costs by 20-50%
■ Predicting whether a selected drug will pass the pretrials and trials and choosing the ones which pass
■ Reducing trial failures by predicting the probability of a drug to fail hence reduce losses
Infosys helped client achieve cost savings of $12.8 Mn using its AIOps solutions 45

AIOps: The Foundation for a Modern IT Organization

About

Infosys is a global leader in next-generation digital services and consulting. They enable clients in more
than 56 countries to navigate their digital transformation.

In a journey of over 40 years, they have catalyzed some of the major changes that have led to India’s emergence as
the global destination for software services talent. They pioneered the Global Delivery Model and became the first IT
Company from India to be listed on NASDAQ.

Global Footprint

Global

Problem Statement

A British multinational oil and gas company customer wanted to have mature process with
significant dependencies on external teams, improve efficiency and cost, not able to access
delicate information on their daily activities reducing the manual touch points.

AIOps Tools or Solutions

They used Infosys LEAP for:

■ Zero Touch Automation - Provide provision for automate incident resolution, service request fulfilment,
invoke RPA bots for User access, Post Deployment Validation, Reconciliation tools
■ Service Reliability Engineering - EOD Monitoring, Application Health Check, Build / Integrate Maintenance tools
into the Portal – Jenkins, ADO, patch for windows server etc. - Start/stop – AWS/EC2, OpenShift Pods, Windows
■ Services Innovation and Agile - View product backlog items from ADO/ServiceNow and act on product backlog
item/incidents/change requests, display related tickets, predict assignment group / assignments, invoke
resolutions / workflows

Impact and Scale

■ Cost savings of $12.8 Mn, Agile AMS rolled out for 16 DevOps teams
■ 20% effort savings for key operational activities
■ 5 API integrations completed for top 5 client invested tools - ServiceNow, Azure DevOps, Automation Anywhere,
AWS Cloud watch, Splunk
■ 40 automation workflows deployed, and total 125 planned to deploy
46 VuNet’s AIOps Tool improved WAN link stability by 40%
Report | June 2023

About

VuNet Systems is a next-gen visibility and analytics company that uses full-stack Al & Big Data analytics
to accelerate digital transformation within an organisation. vuRCABot, is VuNet’s AIOps Product to
vuSmartmaps, a Business Journey Observability platform.

vuRCABot provides accurate identification of incidents and an accelerated Root Cause ecommendations up to 10x
faster than traditional methods using an ensemble of AI, ML and advanced statistical models.

Global Footprint

India, Bhutan, Middle East

Problem Statement

■ Large Indian public sector bank client

■ Monitoring traffic, performance, logs and traps generated by 65,000 + network devices
of various types spreads across multiple data centres and branches was a huge challenge
■ Lack of unified visibility on overall health and performance of WAN links
■ Unable to identify abnormal behaviours in bandwidth utilization
■ No easy way to compare the performance of various ISP provides across locations to make informed decisions
■ Manual capacity forecast by collating multiple dataset were not providing accurate and effective outcomes

AIOps Tools or Solutions

■ vuRCABot by VuNet Systems

■ vuSmartMaps by VuNet Systems

Impact and Scale

■ WAN link stability improved by 40% with the help of ML driven Network Experience Index
which precisely highlights the problematic links along with the impacted golden signal
■ Anomalies based alerts in bandwidth utilization enabled to suppress 80% of static threshold based alerts
■ ISP Analytics provided an real-time comparative view on ISP performance and highlighted poorly performing
ISP’s to take corrective action
■ Capacity forecasting ML models were able to categories the WAN links based on historical and seasonal
bandwidth utilization to deliver data driven accurate and cost effective forecasting report
■ VuNet’s Inbuilt MLOps layer and hybrid lambda architecture ensured the relevance and accuracy of ML Models
on real-time basis
AIOps solutions by Affine.AI resulted up to $2Mn in annual cost savings 47

AIOps: The Foundation for a Modern IT Organization

About

Affine.AI is a leading professional services & solutions firm, enabling global enterprises to affect their
transformation & innovation, leveraging the unique Trifecta Of AI, Data-engineering & Cloud. Affine
combines the Hyper-convergence Of AI, Data-engineering & Cloud, with its deep industry knowledge, particularly
in Manufacturing, Gaming, CPG, and Technology segments. Affine demonstrates thought leadership in all relevant
knowledge vectors by investing heavily in research through its highly acknowledged Practices Teams and strong
academia relationships with reputed institutions like UC Berkeley and premier IITs

Global Footprint

■ North America
■ Europe
■ Asia

Problem Statement

■ As ODW servers have a limit to memory & CPU usage, inefficient & expensive queries may impact
on server performance & its health which may result in unscheduled downtime of servers and thereby
causing downtime for Enterprise system and opportunity cost to the client
■ As per IDC, approx. $5K Can Be Attributed As Lost Opportunity & Operational Delay Cost for every 1 min of
unscheduled downtime of enterprise servers
■ On an average the client faced up to 3 Hrs Of Unplanned Downtime owing to crashes in a 6-months period.
Considering the dollar value impact for every 6 months to be ~$900K - 1 Mn, over two years it’s an operational
impact of nearly $4 Mn
■ Hence, automated monitoring of the servers needs to be used to check impact of queries, syncing & replication on
the system health

AIOps Tools or Solutions

Affine developed a sophisticated AWS Based AI Solution To Automate The Overall Process Of
ODW Server Health Monitoring by enabling the system to deal with issues such expensive queries
& recommended the decision on terminating or pausing the queries in near real time using ML Algorithms
and cloud-based deployment for the AIOps Solution. Core components include:

ML based Query & User Profiles: Classify queries as Safe & Unsafe Queries & Users which may have impact on system
performance

AI Decision Engine: Analyse Query & User Profiling attributes along with ODW server health attributes, to take
proactive action

Automated deployment using AWS services in QA & Production environments

Impact and Scale

■ Cost & Revenue Optimization: For each Enterprise level server, the deployed solution was
able to provide the client with with $1.8-2 Mn worth of annual cost savings
■ Operational Efficiency: The deployed solution was able to reduce unplanned downtime by ~80%, significantly
boosting operational efficiency
■ Responsible AI: The solution addresses Responsible AI with data privacy, data security and explainability
■ Due to successful implementation of this solution, client has already planned to customize, build and deploy
the same solution for their 2 other enterprise servers which are at high risk. For each Enterprise level server
$500-900K worth of cost savings should be expected
48 IBM’s Watson AIOps solution reduced mean time to detect MTTD by 50%
Report | June 2023

About

IBM is an American multinational technology corporation headquartered in New York

and present in over 175 countries. It specializes in computer hardware, middleware, and
software, and provides hosting and consulting services in areas ranging from mainframe computers to
nanotechnology. IBM is the largest industrial research organization in the world, with 19 research facilities across a
dozen countries.

Global Footprint

Global

Problem Statement

■ Client was a leading financial group in retail banking in Europe with >35k employees
■ Problem: Application service was unavailable customers were able to submit a ticket for help, but the
ticket was not received by the call center
■ Use case: Application component failure Call-routing dispatch component logic between digital assistant and
call center failed
■ Current state: Monitoring tools did not surface issue before call center team called back in on their anomaly
observation

AIOps Tools or Solutions

Cloud Pak for Watson AIOps

Impact and Scale

■ AI Manager Log Anomaly Detection reduced mean time to detect MTTD by 50%
■ POC leveraged Watson AIOps log anomaly detection capability to traceback to actual errors in the
logs leading to call routing failures
■ Identified log anomaly not previously captured anywhere else or detected by any of the existing monitoring tools
■ Log anomaly detection identified anomalous log messages without any previous rules based on data trained on
normal operations of application
LTI Mindtree’s Canvas Opsight solution reduced efforts by 25% 49

AIOps: The Foundation for a Modern IT Organization

About

LTIMindtree is a global technology consulting and digital solutions company that enables
enterprises across industries to reimagine business models, accelerate innovation, and maximize growth
by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings
extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences,
and business outcomes in a converging world. Powered by 84,000+ talented and entrepreneurial professionals across
more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed
strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and
delivering transformation at scale.

Global Footprint

Worldwide

Problem Statement

■ Leading European payment services group

■ Modernizing IT Ops​by enabling digital payments for merchants, consumers and banks across the
entire payments value chain
■ Enable self funded transformation by reducing TCO and fund technology transformation program & cloud
adoption
■ Business case to integrate IT organizations of company’s subsidiaries which is aligned with business need
■ Heavy technology investment done however low level of AI /Automation application in all units

AIOps Tools or Solutions

Canvas Opsight

Impact and Scale

■ 30% TCO reduction opportunity from the recommended transformation roadmap

(target operating model and AIOps)
■ Consolidation of suppliers is identified as an opportunity to improve quality, reduce freight and
overall operations
■ ~400+ processes identified for automation with  25% potential in reduction of efforts & 60% possible
MTTR improvement via automation​
■ ~80% existing tools are retained and recommended with improved configuration for maximum ROI
from investment & 5 tools are recommended to implement centralized AIOps platform for the company ​
50
Bert Labs’s AIOps solution made an impact by energy efficiency improvement
of 30%+ in HVAC utility
Report | June 2023

About

Bert Labs was incorporated in 2017, to help the clients in their Digital Transformation be it a work
environment, factory setting, or manufacturing unit, for consumers, businesses, and governments.
Bert Labs is innovation at the inter-section of Artificial Intelligence -Internet of Things (AI-IoT), solving complex
industrial problems, energy efficiency improvement and production efficiency improvement for large corporations
across industry verticals, to help them achieve their year-on-year Sustainability, Productivity, and Capital Efficiency
goals. Bert Labs helps customers leverage their software and hardware to generate customized applications, delivered
within the nerve center of where they are located.

Global Footprint

India, Middle East, APAC, North America and Europe

Problem Statement

In a Class D Pharma clean room to manage ACPH (Air Changes per Hour), DP (Pressure Differential),
Temperature and RH (Relative Humidity) to maintain the drug efficacy

Improving productivity, through process cycle time reduction and reduced stoppage times
■ Flexibility in manufacturing
■ Improved process efficiency & equipment efficiency
■ Unit Operations digitalization & control
■ Reduced Quality deviations and investigation time

AIOps Tools or Solutions

From an AIOps standpoint primarily, they are solving two problems one is prediction & second is
optimization. It is a sensitive, complex process environments. In an unsupervised learning as part of the
AIOps, very few companies globally are doing this and Bert Labs is doing it successfully. So as part of unsupervised
learning, they work on reinforcement learning (RL). So that is a combination of two very powerful neural networks.

Rest APIs integrated with Bert Nova Microservices, for continues flow of data aggregation, data preprocessing on live
streaming. All other tools/solutions are built and created in house for the requirements.

Impact and Scale

■ Achieve business transformation goals on ESG, Sustainability, Energy, Carbon, Manufacturing,

Supply Chain, Capital Efficiency, Revenue Sales & Profitability of a pharma manufacturing unit
■ Complete control of pharma manufacturing - OSD Tablet Granulation - Blending - Compression - Coating -
Packing, Digital Twin for Capsule Filling
■ Energy efficiency improvement of 30%+ in HVAC utility
■ Bert Platform Solution in Formulation, API and Sterile API manufacturing for improving the production efficiency
■ Overall equipment effectiveness (OEE) & asset utilization (AU) for efficiency of the business. Higher the utilization
translates into increased overall production efficiency and profit margin

Upon these success, rapidly scale up over the next 12-24 months in energy efficiency improvement on HVAC utility
across all the plants for production efficiency improvement in the formulation and API manufacturing process.
Infosys LEAP AIOps solution helped achieve 99.4% noise suppression from 51

alerts to incidents

AIOps: The Foundation for a Modern IT Organization

About

Infosys is a global leader in next-generation digital services and consulting. They enable clients in more
than 56 countries to navigate their digital transformation.

In a journey of over 40 years, they have catalyzed some of the major changes that have led to India’s emergence as
the global destination for software services talent. They pioneered the Global Delivery Model and became the first IT
Company from India to be listed on NASDAQ.

Global Footprint

Global

Problem Statement

US based healthcare insurance provider client wanted to transform its IT operations, and to improve
efficiency, strengthen compliance, improve delivery quality, reduce operational cost and enhance stability.

AIOps Tools or Solutions

They used Infosys LEAP to:

■ Eliminate noise and create actionable incidents based on correlated events
■ Perform self-healing actions through automation workflows and resolver BOTs
■ Automated assignment and response of incidents, SRs and HR Tasks
■ Enforcement of better incident management through automation at creation, routing and resolving steps
■ Automated business reports generation
■ Email Bots to monitor DBA mailbox and Auto incident creation

Impact and Scale

■ 99.4% Noise Suppression from Alerts to Incidents

■ 48 Mn+ Events/Alerts processed
■ 95% of INC/SR auto-assignment for 102 assignment groups resulting in ~100% response SLA
■ 38k+ self-healed incidents
■ 320k+ of Auto assignment incidents
■ 58,248 automated incidents & MTTR Reduction by 28 mins/incident
■ Overall, $1.2 Mn savings and 35 FTE savings
52
GAVS AIOps solution ZIF helped in 70% first point resolution
Report | June 2023

About

GAVS Technologies is a leading digital transformation company that offers innovative solutions
and services to enterprises worldwide. With its headquarters in Chennai, India, GAVS Technologies has
established a strong global presence, catering to diverse industry sectors such as healthcare, banking, manufacturing,
and retail. The company leverages cutting-edge technologies like artificial intelligence (AI), machine learning (ML),
and automation to help businesses enhance their operational efficiency, reduce costs, and drive customer satisfaction.
GAVS Technologies’ commitment to delivering exceptional value through its customer-centric approach and domain
expertise has earned it a reputation as a trusted technology partner.

Global Footprint

US, India and Middle East

Problem Statement

The client is a comprehensive healthcare provider. The client offers comprehensive medical services to a
wide range of people. The organization serves individuals of all ages and socioeconomic backgrounds at
its several medical centers located around the region. The healthcare client faced multiple challenges in maintaining
its IT infrastructure and assuring cybersecurity. In order to handle sensitive patient data that may be the target
of cybercriminals, the client required a strong and secure IT infrastructure. The client also faced IT infrastructure
difficulties like dealing with legacy systems, not able to manage different systems and applications, and maintaining
the network infrastructure. The client was not able to oversee its various connected devices properly, which made
managing and securing them all difficult.

AIOps Tools or Solutions

■ ZIF used advanced technologies like Transaction Journey Mapper (TJM) and Indicator
of Compromise (IOC) to analyse massive amounts of data and provide insights that would be difficult
for humans to detect
■ ZIF integrated with Open Threat Exchange (OTX) which allowed the organization to receive real-time threat
intelligence, enabling them to proactively identify and address potential issues before they become significant
problems
■ ZIF automated all aspects of security operations, from threat detection to incident response, and eliminated the
need for human analysts to manually monitor and investigate security events, thus helping in achieving Zero SOC

Impact and Scale

■ Monitored and managed multiple systems and applications, including legacy systems that
are no longer supported
■ Handled the complexity of the healthcare client’s IT environment, including on-premises and cloud-based
systems, and the increasing number of connected devices
■ Increased availability and reliability of critical patient care systems, such as EHRs and PACS, by up to 99.99%
■ 40% reduction in IT operations costs
■ Utilizing predictive AI-enabled SOC operations for proactive protection against cyber threats
■ 99% SLA adherence
■ Reduction in the time required to detect and respond to potential threats by up to 80%
■ Reduction in the time required to recover from a security attack by up to 50%
■ 70% First Point Resolution (FPR)
■ Improved Mean Time to Resolve (MTTR) for incidents
■ Prediction of events/incidents prior to occurrence helped prevent major outages
Bert Labs AIOps platform is bringing an average of 52% energy savings 53

AIOps: The Foundation for a Modern IT Organization

About

Bert Labs was incorporated in 2017, to help the clients in their Digital Transformation be it a work
environment, factory setting, or manufacturing unit, for consumers, businesses, and governments.
Bert Labs is innovation at the inter-section of Artificial Intelligence -Internet of Things (AI-IoT), solving complex
industrial problems, energy efficiency improvement and production efficiency improvement for large corporations
across industry verticals, to help them achieve their year-on-year Sustainability, Productivity, and Capital Efficiency
goals. Bert Labs helps customers leverage their software and hardware to generate customized applications, delivered
within the nerve center of where they are located.

Global Footprint

India, Middle East, APAC, North America and Europe

Problem Statement

Commercial Buildings’ HVAC Utility System is an energy guzzler. If there is a system which can
control energy requirements real time, share updates on health of the system involved, check the air
quality and work on its improvement, power usage and manage the use of the energy through a simple a dashboard
access and meanwhile help in Decarbonization, Zero Carbon, Energy Efficiency Improvement, Productivity & Capital
Efficiency Goals.

AIOps Tools or Solutions

From an AIOps standpoint primarily, they are solving two problems one is prediction & second is
optimization. It is a sensitive, complex process environments. In an unsupervised learning as part of the
AIOps, very few companies globally are doing this and Bert Labs is doing it successfully. So as part of unsupervised
learning, they work on reinforcement learning (RL). So that s a combination of two very powerful neural networks.

Rest APIs integrated with Bert Nova Microservices, for continues flow of data aggregation, data preprocessing on live
streaming. All other tools/solutions are built and created in house for the requirements.

Impact and Scale

Bert Labs Technology Platform is bringing an average of 52% Energy savings and 52%
reduction in carbon footprint across all the blocks at Unilever House (HO of HUL), when
compared with previous week operation in similar weather conditions, over & above Building Management System,
Demand Flow & Air Flow Optimization, Improved Productivity, Energy Efficiency Improvement Solution from another
Global Technology Giant

This is a landmark AI-IoT execution of this scale, size & complexity in Unilever eco-system, in India, in the world; with
2000+ IoT devices (Bert Maximus), Bert Qrious, Bert Nova and Bert Optimus -Bert Geminus, executing 360 degrees
fully automated controls over 600 equipment in this 1million sq. ft. office building, housing 3000 people

In global 80+ commercial buildings of a leading global FMCG company in 54 countries globally -UK, Netherland,
other countries in European Union, U.S. Latin America, Asia for energy efficiency improvement, and carbon footprint
reduction

Bert Platform Solution is overriding existing Control System from world’s largest technology conglomerate and existing
Analytics from one of world’s largest cloud service providers, for bigger impact
54 IBM through its Watson AIOps solution reduced MTTD by 55%
Report | June 2023

About

IBM is an American multinational technology corporation headquartered in New York

and present in over 175 countries. It specializes in computer hardware, middleware, and
software, and provides hosting and consulting services in areas ranging from mainframe computers to
nanotechnology. IBM is the largest industrial research organization in the world, with 19 research facilities across a
dozen countries.

Global Footprint

Global

Problem Statement

■ Client was a Taiwanese computing company, promotes technological transformation

through national R&D
■ Problem: Intermittent application service issue customers had inconsistent application access experience with
key application
■ Use case: Network/router failure Problematic router anomalies caused intermittent network issues
■ Current state: Current monitoring tools created too much noise to clearly understand the root cause

AIOps Tools or Solutions

Cloud Pak for Watson AIOps

Impact and Scale

■ Identified 965 anomalies before the incident was detected and ticket opened
■ Reduce MTTD from 11 minutes to 5 minutes: 55% improvement of MTTD! Scaled over
hundreds of events a year, that’s hours of time repurposed for savings or innovation
■ By training and testing logs, the output is a Slack alert which captures anomalies before the incident occurs,
saving organizations time and resources
■ ChatOps, Metric Manager and AI Manager were able to identify 965 anomalies before incident, reduced MTTD
by 55% (6 min an incident), and provided a single story (ChatOps) experience of the incident for faster resolution
LTI Mindtree’s UIPATH AIOps solution saves business nearly $40,000 during 55

peak season

AIOps: The Foundation for a Modern IT Organization

About

LTIMindtree is a global technology consulting and digital solutions company that enables
enterprises across industries to reimagine business models, accelerate innovation, and maximize growth
by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings
extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences,
and business outcomes in a converging world. Powered by 84,000+ talented and entrepreneurial professionals across
more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed
strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and
delivering transformation at scale.

Global Footprint

Worldwide

Problem Statement

■ Leading manufacturer for high performance blenders

■ Improved shipping process cycle time & productivity for shipping manager through process
automation for a US based manufacturing company ​
■ Accelerating the shipping process during peak season​
■ 75% of orders are single orders​
■ 25% orders are multiple orders​
■ Each order takes 5-10 mins for processing​
■ Training 50+ new operators during peak season
■ Considerable cost to handle high demand​

AIOps Tools or Solutions

UIPATH

Impact and Scale

■ Each order takes < 30 sec after automation

■ ~$40,000​business saving in peak season ​
■ 7.1%​ digitization implemented in WMS​
56
Bert Labs’ AIOps Bert Platform Solution helps reduce power and fuel
consumption
Report | June 2023

About

Bert Labs was incorporated in 2017, to help the clients in their Digital Transformation be it a work
environment, factory setting, or manufacturing unit, for consumers, businesses, and governments.
Bert Labs is innovation at the inter-section of Artificial Intelligence -Internet of Things (AI-IoT), solving complex
industrial problems, energy efficiency improvement and production efficiency improvement for large corporations
across industry verticals, to help them achieve their year-on-year Sustainability, Productivity, and Capital Efficiency
goals. Bert Labs helps customers leverage their software and hardware to generate customized applications, delivered
within the nerve center of where they are located.

Global Footprint

India, Middle East, APAC, North America and Europe

Problem Statement

Reduction in the energy usage and waste of paint in a paint shop in an automobile manufacturing
plant

AIOps Tools or Solutions

From an AIOps standpoint primarily, they are solving two problems one is prediction & second is
optimization. It is a sensitive, complex process environments. In an unsupervised learning as part of the
AIOps, very few companies globally are doing this and Bert Labs is doing it successfully. So as part of unsupervised
learning, they work on reinforcement learning (RL). So that is a combination of two very powerful neural networks.

Rest APIs integrated with Bert Nova Microservices, for continues flow of data aggregation, data preprocessing on live
streaming. All other tools/solutions are built and created in house for the requirements.

Impact and Scale

Bert Labs through its AI-IoT enabled Bert Platform Solution (BPS) (Bert Maximus, Bert Qrious,
Bert Geminus, Bert Nova & Bert Optimus) is helping one of the leading automobile manufacturer in India
to reduce the power and fuel consumption Complimenting their Production, Quality & Delivery targets

Artificial Intelligence brings greater precision and IoT devices can help in detecting the air quality and dust particles in
the paint shop

Automotive paint shops must meet the highest demands for maximum availability, energy efficiency, round-the-clock
production, and operating in a harsh production environment. Bert Platform Solution and products in automotive
industry now can develop and simulate robotic operations of the paint processes, including tooling and peripherals,
can enhance communication and coordination among manufacturing disciplines, enabling smarter decision-making.
Infosys’s AIOps solution implementation led to 99% of manual effort savings 57

AIOps: The Foundation for a Modern IT Organization

About

Infosys is a global leader in next-generation digital services and consulting. They enable clients in more
than 56 countries to navigate their digital transformation.

In a journey of over 40 years, they have catalyzed some of the major changes that have led to India’s emergence as
the global destination for software services talent. They pioneered the Global Delivery Model and became the first IT
Company from India to be listed on NASDAQ.

Global Footprint

Global

Problem Statement

A German multinational pharmaceutical and biotechnology company customer was facing

challenges in dealing with:
■ Manual, time-consuming process of job execution, monitoring & AWS platform administration
■ Inconsistent Data quality checks in CYRUS application which was newly deployed in Big Data stack
■ Manual validation in outbound files & no centralized tracking to identify recurring source file delays from
vendors

AIOps Tools or Solutions

They used Talend, Unix and Custom Scripts to deliver:

■ E2E automation of inbound files quality check and creation of job calendar with Talend
■ Reusable metadata driven Talend job which downloads files and copies into target path.
■ Scheduled Talend job which checks for table refresh and sends alert via email.
■ Automation using Unix scripts to get inventory list for AWS cloud instances, directory deletion and pre/post
patching activities.
■ Stored procedures to automate validation of Incentive Compensation and key accounts analysis.
■ Automated validation for publishing master data.

Impact and Scale

■ Overall savings of ~532 person hours per month

■ 18% incident reduction with $380K savings
■ 99% of manual effort savings in data publish activity
■ 230 person hours / month savings in job execution
■ ~$280K annual savings from automation / optimization of platform resources
58
GAVS AIOps solution deployed proactively detected 95% of critical incidents
Report | June 2023

About

GAVS Technologies is a leading digital transformation company that offers innovative solutions
and services to enterprises worldwide. With its headquarters in Chennai, India, GAVS Technologies has
established a strong global presence, catering to diverse industry sectors such as healthcare, banking, manufacturing,
and retail. The company leverages cutting-edge technologies like artificial intelligence (AI), machine learning (ML),
and automation to help businesses enhance their operational efficiency, reduce costs, and drive customer satisfaction.
GAVS Technologies’ commitment to delivering exceptional value through its customer-centric approach and domain
expertise has earned it a reputation as a trusted technology partner.

Global Footprint

US, India and Middle East

Problem Statement

The Client is a pioneer in housing finance in India, headquartered in Mumbai, India. The client has a
widespread network of interconnected offices across India, and outreach programs in several towns
and cities, ensuring a seamless experience for home buyers and existing customers.

The client had a business imperative to provide consistent performance of business applications -particularly the
critical ones used in their month-end operations. The absence of full stack monitoring integrated with correlation and
predictive capabilities led to unplanned service outages. During month-end operations, the number of high-impact
incidents were much higher, and performance of the applications also deteriorated. Support for critical incidents
occurring after-hours routinely consumed personal time of IT staff. They were in immediate need of a powerful
solution that would detect high impact incidents in advance, help them reduce such incidents and thereby improve the
reliability of their services.

AIOps Tools or Solutions

GAVS implemented the following capabilities of its proprietary AIOps Platform Zero Incident
FrameworkTM (ZIFTM):
■ Full-stack monitoring to monitor all components (servers, storage, network devices)
■ Application Performance Monitoring (APM) to provide deep insights into application performance & direction for
user experience enhancement
■ Intelligent event correlation
■ Predictions to detect incidents in advance
■ Remediation of issues before they strike operations

Impact and Scale

■ Detection of 95% of high impact incidents in advance

■ Continuous monitoring of infrastructure, applications, and user experience ensures high availability
and reliability
■ Reduction of high impact incidents by 25%
■ Reduction in MTTR by 70%
■ Clear application recommendations to improve user experience & application health
■ Enhanced business service reliability through proactive remediation of simmering issues
■ IT bandwidth freed up to focus on priority initiatives
AIOps implementation by Bert Labs resulted in 25% cost reduction 59

AIOps: The Foundation for a Modern IT Organization

About

Bert Labs was incorporated in 2017, to help the clients in their Digital Transformation be it a work
environment, factory setting, or manufacturing unit, for consumers, businesses, and governments.
Bert Labs is innovation at the inter-section of Artificial Intelligence -Internet of Things (AI-IoT), solving complex
industrial problems, energy efficiency improvement and production efficiency improvement for large corporations
across industry verticals, to help them achieve their year-on-year Sustainability, Productivity, and Capital Efficiency
goals. Bert Labs helps customers leverage their software and hardware to generate customized applications, delivered
within the nerve center of where they are located.

Global Footprint

India, Middle East, APAC, North America and Europe

Problem Statement

■ To bring down the cost involved in cement manufacturing

■ To manage cement manufacturing equipment -Raw Material Mill, Pre Heater & Calciner, Rotary Kiln,
Cooling & Cement Milling, furnace, fans, Coal Mills, Bag Filter, Heat Exchanger and Air filters remotely

AIOps Tools or Solutions

From an AIOps standpoint primarily, they are solving two problems one is prediction & second is
optimization. It is a sensitive, complex process environments. In an unsupervised learning as part of the
AIOps, very few companies globally are doing this and Bert Labs is doing it successfully. So as part of unsupervised
learning, they work on reinforcement learning (RL). So that is a combination of two very powerful neural networks.

Rest APIs integrated with Bert Nova Microservices, for continues flow of data aggregation, data preprocessing on live
streaming. All other tools/solutions are built and created in house for the requirements.

Impact and Scale

■ Bert Platform Solution for cement manufacturing unit helps in energy efficiency improvement
and production efficiency improvement
■ Bert Platform Solution is overriding fuzzy logic powered control system of world’s largest cement plant technology
provider, for bigger impact
■ Bert Platform Solution -Digital / AI solutions can strengthen the existing processes to make cement manufacturing
more robust, environment friendly and efficient by leveraging on the existing level of automation. Equipment level,
process level and supply chain can benefit with digitization.
■ Process and equipment level at the pyro process in the Kiln, AI & Digital Twin platforms bring an integration of First
Principle’s / science-based Modelling of the Kiln and historical data based Deep Neural Network Modelling, with
high prediction accuracy. On top of this, Reinforcement Learning (RL) agent brings optimization of the process
that makes the Pyro process more efficient and results in reduced fuel and power consumption and improved
productivity
■ Bert Platform Solution -Digital/AI Solution not only transforms the cement manufacturing process making it
more digital and autonomous but also brings huge savings in energy usage, 30%+ on power and 20%+ on fuel
and increases productivity, 0,5% on raw material & consumables reduction, 3% plant productivity and 25% plant
maintenance cost reduction
60 LTI Mindtree’s AIOps solutions reduced turn around time by 25%
Report | June 2023

About

LTIMindtree is a global technology consulting and digital solutions company that enables
enterprises across industries to reimagine business models, accelerate innovation, and maximize growth
by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings
extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences,
and business outcomes in a converging world. Powered by 84,000+ talented and entrepreneurial professionals across
more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed
strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and
delivering transformation at scale.

Global Footprint

Worldwide

Problem Statement

■ Leaver’s offboarding for UK based large investment management company

■ Employee’s offboarding requests were resulting in higher turnaround time
■ Multiple application touch points involving various departments and roles

AIOps Tools or Solutions

■ CANVAS AIOPs
■ PowerShell

Impact and Scale

■ 30+ off-boarding requests handled by the BOT every month

■ Reduction in turn around time by 25%
■ Operation efficiency improved by 45%
■ ~90% of manual efforts reduced
■ Eliminated serious disruption and financial loss to business
IBM’s implementation of AIOps led to 70% improvement in MTTD/MTTR 61

AIOps: The Foundation for a Modern IT Organization

About

IBM is an American multinational technology corporation headquartered in New York

and present in over 175 countries. It specializes in computer hardware, middleware, and
software, and provides hosting and consulting services in areas ranging from mainframe computers to
nanotechnology. IBM is the largest industrial research organization in the world, with 19 research facilities across a
dozen countries.

Global Footprint

Global

Problem Statement

■ Client was a latin American Bank with >450,000 employees, provides services in
40+ countries
■ Problem: Application service was unavailable customers were not able to access key banking application
impacting customer NPS and potentially revenue
■ Use case: Storage and compute failure size of thread pool reached maximum due to recent developer update
the night before
■ Current state: Monitoring tools did not surface issue and root cause was manually determined

AIOps Tools or Solutions

Cloud Pak for Watson AIOps

Impact and Scale

■ Identified multi-component correlation with incident logs resulting 7-hour reduction in MTTD
■ Improved customer insights with visibility and explainability of alerts and anomalies
■ Watson AIOps analyzed performance metric data using time series machine learning. Automatically created a
baseline of normal behavior and detected windows of anomalous behavior based
■ Watson AI identified anomalies several hours earlier and providing alerts to the IT Operator
■ AI Manager, Metric Manager: Automatic baselining metrics and logs resulted in for 7 hours of advance
notice/70% improvement in MTTD/MTTR
62
AIOps implemented by GAVS resulted 90%+ tickets auto-triaged by
virtual supervisor
Report | June 2023

About

GAVS Technologies is a leading digital transformation company that offers innovative solutions
and services to enterprises worldwide. With its headquarters in Chennai, India, GAVS Technologies has
established a strong global presence, catering to diverse industry sectors such as healthcare, banking, manufacturing,
and retail. The company leverages cutting-edge technologies like artificial intelligence (AI), machine learning (ML),
and automation to help businesses enhance their operational efficiency, reduce costs, and drive customer satisfaction.
GAVS Technologies’ commitment to delivering exceptional value through its customer-centric approach and domain
expertise has earned it a reputation as a trusted technology partner.

Global Footprint

US, India and Middle East

Problem Statement

The client is a Public Relations (PR) firm, with 6500+ employees, and operating across 6 continents,
with a global client base. The firm offers a wide variety of marketing & communication services and
research across different industries & sectors.

The client’s employees travel frequently across the globe, connecting from disparate locations like airports & field
offices, often without access to IP phones to connect with traditional service desks. Being a PR firm, they rely heavily
on timely communication and information sharing. With 75% of the total workforce requiring seamless and trouble-
free connectivity, their requirements were unique, and different from industry best practices for IT service desk. The
existing traditional service desk comprising of 30+ agents, was overwhelmed with 8000-10000 tickets per month,
debilitating their productivity, leading to delays in ticket triage & resolution times, and poor user experience.

AIOps Tools or Solutions

GAVS leveraged its AIOps Platform Zero Incident FrameworkTM (ZIF), to power a new-age service
desk with features such as:-
■ User self-help portal for quick, anytime anywhere access
■ Omni-channel for ease of ticket creation
■ Real-time UX monitoring through User Experience Index (UEI)
■ Integrated view of ticket queue on a single dashboard
■ Heatmaps to highlight problem areas, recurring incident categories
■ Workflow automation
■ AI-led analytics, predictions, auto-triaging, self-remediation

Impact and Scale

■ 40% reduction in tickets – 6000 from 10000+ (2400 automated)

■ 50% reduction in ticket triage time
■ 90%+ tickets auto-triaged by virtual supervisor
■ 30% improvement in response and resolution times
■ 96% FCR - an increase of 38%
■ 30% productivity improvement through automation
■ 4200 hours of manual effort saved in first 11 months
■ Service Desk team size reduced from 33 to 24
■ 30%+ reduction in IT costs
■ 4.52 on 5 User Experience Index (UEI) score
■ Perfect CSAT score of 5 on 5; No DSAT
Bert Labs’ FMCG client has benefited 30% reduction in electricity through 63

AIOps

AIOps: The Foundation for a Modern IT Organization

About

Bert Labs was incorporated in 2017, to help the clients in their Digital Transformation be it a work
environment, factory setting, or manufacturing unit, for consumers, businesses, and governments.
Bert Labs is innovation at the inter-section of Artificial Intelligence -Internet of Things (AI-IoT), solving complex
industrial problems, energy efficiency improvement and production efficiency improvement for large corporations
across industry verticals, to help them achieve their year-on-year Sustainability, Productivity, and Capital Efficiency
goals. Bert Labs helps customers leverage their software and hardware to generate customized applications, delivered
within the nerve center of where they are located.

Global Footprint

India, Middle East, APAC, North America and Europe

Problem Statement

■ Keep a track of health of the equipment in an assembly line

■ To bring energy efficiency in a manufacturing unit
■ To manage the supply chain in a FMCG manufacturing unit

AIOps Tools or Solutions

From an AIOps standpoint primarily, they are solving two problems one is prediction & second is
optimization. It is a sensitive, complex process environments. In an unsupervised learning as part of the
AIOps, very few companies globally are doing this and Bert Labs is doing it successfully. So as part of unsupervised
learning, they work on reinforcement learning (RL). So that is a combination of two very powerful neural networks.

Rest APIs integrated with Bert Nova Microservices, for continues flow of data aggregation, data preprocessing on live
streaming. All other tools/solutions are built and created in house for the requirements.

Impact and Scale

■ By deploying AI/IOT powered Bert Platform Solution, Bert Labs’ FMCG client has benefited
30% reduction in Electricity & 20% in fuel
■ AI and IoT sensors constantly monitor the health of the equipment and alert the engineering team if equipment
or unit is having any issues
■ One point dashboard makes it easy to give all the information about the manufacturing unit with a touch of a
button
■ Safety of the people involved
■ At the back of this success the Bert Platform Solution is scaling up to complete manufacturing plant and other units
64 Infosys’s AIOps solution resolved 25% of tickets through zero touch
Report | June 2023

About

Infosys is a global leader in next-generation digital services and consulting. They enable
clients in more than 56 countries to navigate their digital transformation.

In a journey of over 40 years, they have catalyzed some of the major changes that have led to India’s emergence as
the global destination for software services talent. They pioneered the Global Delivery Model and became the first IT
Company from India to be listed on NASDAQ.

Global Footprint

Global

Problem Statement

Client was a non-profit non-government Indian company that provides shared IT infrastructure
and service
Context:
■ Application landscape includes 10+ business domains and 50+ Micro Services
■ High ticket volume (16K+ /month) - lack of automation impacting TAT and user experience
■ Occupied in keeping the lights ON, no time for innovations.
■ Lack of leading indicators causing system disruptions — no predictive and proactive AMS
Objectives:
■ Massive ticket reduction-The company has committed to 40-45% and are on track to achieve
■ Real-time monitoring of KPI for critical business processes
■ Minimize disruptions and improve system availability through predictive analytics

AIOps Tools or Solutions

They used Infosys LEAP to achieve:

Zero Touch AMS for ticket reduction
■ Identified 40+ SOPs and 17 problem types; Ticket to SOP Mapping as daily activity
■ RunDeck for executing resolver Bots, Integration with ITSM for end —end automation
■ Business Aligned AMS for Real-time KPI monitoring
■ Integrated with Enterprise Applications for real time KPls
■ Integrated with APM, ITSM, ELK for Health of the systems
Reliable AMS for Proactive Monitoring and Self-Healing
■ Integrated with ELK, ITSM, APM and Enterprise Applications
■ Handled N14K errors / month in Application Logs automatically , incidents created proactively by LEAP as
needed.

Impact and Scale

■ 25% of tickets getting resolved through Zero Touch

■ 96% Reduction in ticket > 30 days
■ Lesser disruption from N14K incidents due to automated handling
AIOps implementation by IBM led to reduction of MTTR by 43% 65

AIOps: The Foundation for a Modern IT Organization

About

IBM is an American multinational technology corporation headquartered in New York

and present in over 175 countries. It specializes in computer hardware, middleware, and
software, and provides hosting and consulting services in areas ranging from mainframe computers to
nanotechnology. IBM is the largest industrial research organization in the world, with 19 research facilities across a
dozen countries.

Global Footprint

Global

Problem Statement

■ Client was UK fashion retailer with strong online presence

■ Problem : Service Outage: Customers could not place order on Black Friday
resulting in poor customer experience and significant lost revenue
■ Use case: Storage and Compute failure - Black Friday pushed existing infrastructure storage and compute
beyond limits to failure
■ Current state: Current incident management stack did not identify anomalies ahead of outage

AIOps Tools or Solutions

Cloud Pak for Watson AIOps

Impact and Scale

■ Event Manager noise reduction: AI event grouping using logs and contextualized by
topology reduced noise and root cause identification in real time reducing MTTR by 43%
■ Incident detection revealed the point of issue from host logs contextualized by topology
■ Improved MTTR by 43% or 40 min per incident
■ Watson AIOps to grouped events and reduced anomaly detection time. This allowed the SRE to see root cause in
real time
■ Showed affected components and blast radius to identify root cause in real time
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Bert Labs’ FMCG client has benefited 20% reduction in fuel through AIOps
Report | June 2023

About

Bert Labs was incorporated in 2017, to help the clients in their Digital Transformation be it a work
environment, factory setting, or manufacturing unit, for consumers, businesses, and governments.
Bert Labs is innovation at the inter-section of Artificial Intelligence -Internet of Things (AI-IoT), solving complex
industrial problems, energy efficiency improvement and production efficiency improvement for large corporations
across industry verticals, to help them achieve their year-on-year Sustainability, Productivity, and Capital Efficiency
goals. Bert Labs helps customers leverage their software and hardware to generate customized applications, delivered
within the nerve center of where they are located.

Global Footprint

India, Middle East, APAC, North America and Europe

Problem Statement

■ To reduce the energy dependability in chemical industry & Textile as it is one of the most
energy-intensive manufacturing industries
■ To work towards ESG goals in a Chemical industry as it is major source of greenhouse gas (GHG) emissions
■ To ensure safety in chemical production as it often involves hazardous materials and high-pressure/high-
temperature conditions, and reduce fire, explosion, and other types of chemical accidents

AIOps Tools or Solutions

From an AIOps standpoint primarily, they are solving two problems one is prediction & second is
optimization. It is a sensitive, complex process environments. In an unsupervised learning as part of the
AIOps, very few companies globally are doing this and Bert Labs is doing it successfully. So as part of unsupervised
learning, they work on reinforcement learning (RL). So that is a combination of two very powerful neural networks.

Rest APIs integrated with Bert Nova Microservices, for continues flow of data aggregation, data preprocessing on live
streaming. All other tools/solutions are built and created in house for the requirements.

Impact and Scale

■ Bert Platform Solution AI-IoT solution brings in much needed safety and assurance to Soda Ash,
Caustic Soda, Textiles, Specialty Chemical manufacturing units and helps in avoiding accidents as
AI-IoT solutions can provide remote access to the complete functioning of the facility
■ By deploying AI/IOT powered Bert Platform Solution, the client has benefited 30% reduction in Electricity & 20% in
fuel
■ At the back of this success the Bert Platform Solution is scaled to complete Textile and chemical manufacturing
plant and their other plants
Cisco automates and simplifies IT services client Ops with AIOps solution 67

AIOps: The Foundation for a Modern IT Organization

About

Cisco is a US technology company that is best known for its networking products.

Headquartered in California – its name is short for San Francisco – it develops, manufactures and sells networking
hardware, telecoms equipment and other IT services and products.

The company was founded in 1984.

Global Footprint

Global

Problem Statement

A US based IT Services client had the following challenges:

■ Align infrastructure across multiple data centers
■ Boost operational efficiency and speed
■ Increase data center automation and insights

AIOps Tools or Solutions

■ Cisco Nexus® 9000 Series switches

■ Cisco® Data Center Network Manager (DCNM)
■ Cisco Nexus Dashboard
■ Cisco Nexus Insights
■ Cisco Network Assurance Engine (NAE)
■ Cisco UCS® servers
■ Cisco Intersight™ Infrastructure Service

Impact and Scale

Client is using Cisco DCNM to centrally manage its facility-spanning infrastructure resources.
A comprehensive management platform, Cisco DCNM provides fabric-oriented configuration, automation,
and control for NX-OS network deployments. Other impact made by solution:
■ Established multi-site connectivity and orchestration
■ Accelerated data center deployments and troubleshooting
■ Improved infrastructure management, visibility and assurance
68
Cisco IT advances proactive, predictive operations with its AIOps solution
Cisco Nexus dashboard
Report | June 2023

About

Cisco is a US technology company that is best known for its networking products.

Headquartered in California – its name is short for San Francisco – it develops, manufactures and sells networking
hardware, telecoms equipment and other IT services and products.

The company was founded in 1984.

Global Footprint

Global

Problem Statement

Cisco IT had the following needs:

■ To improve data center network visibility and service assurance
■ To accelerate anomaly detection, troubleshooting, and remediation
■ To consolidate IT toolsets and footprint
■ To reduce IT operations costs

AIOps Tools or Solutions

■ Cisco Nexus® Dashboard

■ Cisco Nexus® Dashboard Insights (formerly Nexus Insights)
■ Cisco® Application Centric Infrastructure (Cisco ACI™)

Impact and Scale

■ Unified operations toolset and correlated infrastructure insights

■ Cut the time spent going back-and-forth between monitoring tools by 50 percent
■ Reduced correlation efforts by 40 to 50 percent
■ Accelerated mean time to detect (MTTD) by 30 percent
 AIOps: The Foundation for a Modern IT Organization
69

Appendix
#10
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Report | June 2023

Sources & Reports

Sources

■ Optimise your IT operations with AIOps

■ AIOps Building Blocks

■ The History of AIOps

■ Seven benefits of AIOps to transform your business operations

■ What is AIOps?/ What is AIOps?

■ The Essential Guide to AIOps

■ MLOPS VS. AIOPS: IMPORTANT DIFFERENCES YOU NEED TO KNOW

■ https://www.cisco.com/c/en/us/products/collateral/cloud-systems-management/crosswork-network-
automation/solution-overview-c22-2403404.html

■ https://www.ibm.com/downloads/cas/AXO20DXM

■ https://www.moogsoft.com/everything-aiops-guide/

■ https://superops.ai/blog/aiops-everything-you-need-to-know

■ https://www.eweek.com/big-data-and-analytics/aiops-trends/

■ https://sciencelogic.com/blog/2023-trends-in-aiops-observability-and-itops

■ https://www.capgemini.com/wp-content/uploads/2021/12/AIOps_ADMnext_.pdf

■ https://www.f5.com/company/blog/what-is-generative-ai-and-is-it-the-way-to-aiops

Reports

1. https://www.pwc.com/us/en/tech-effect/ai-analytics/ai-business-survey.html

2. https://www.transposit.com/resources/the-state-of-devops-automation-report/

3. http://filecache.mediaroom.com/mr5mr_ibmnews/183710/Roadblock-to-Scale-exec-summary.pdf

4. https://www.forrester.com/blogs/want-to-improve-employees-insights-driven-decision-making-data-
literacy-programs-alone-wont-help/

5. https://www.clouddatainsights.com/the-data-governance-solutions-landscape-is-evolving/

6. https://www.idc.com/getdoc.jsp?containerId=prUS49845822

7. https://www.idc.com/getdoc.jsp?containerId=prUS49836022

8. https://www.ibm.com/watson/resources/ai-adoption
 71

AIOps: The Foundation for a Modern IT Organization

Methodology
This AIOps report has been developed by nasscom insights team through a comprehensive study to
understand the landscape.

The nasscom insights team relied heavily on both primary and secondary research, internal and external
research reports, and stakeholders across the board — industry, academia, end-user enterprise, etc. — for
their inputs that have added value to the report.
72
Report | June 2023

Acknowledgements
We thank all the leaders across the Technology Industry for providing valuable insights regarding the overall
ecosystem.

We would also like to thank all our stakeholders for their invaluable contributions, without which this report
would not have been possible.

Special thanks to:

■ Ankit Bose: Head of AI, nasscom
■ Veeramani Nambi: Portfolio Product Manager, IBM Automation
■ Brajabhusan Panda: Head of Global Digital CoE & Enterprise Architecture, Dr. Reddy’s Laboratories

Authors

Sneha Sharma Achyuta Ghosh Vandhna Babu

Analyst, Insights Sr. Director & Head, Insights Principal Analyst, Insights
 73

AIOps: The Foundation for a Modern IT Organization

About
nasscom is the industry association for the technology sector in India. A not-for-profit organization funded
by the industry, its objective is to build a growth-led and sustainable technology and business services sector
in the country with over 3,000 members. nasscom Insights is the in-house research and analytics arm of
nasscom, generating insights and driving thought leadership for today’s business leaders and entrepreneurs
to strengthen India’s position as a hub for digital technologies and innovation.

Address: Plot no. 7 to 10, Sector 126, Noida- 201303, India

Phone: +91-120-4990111

Email: [email protected]

Web: www.nasscom.in, community.nasscom.in

74
Report | June 2023

Disclaimer
The information contained herein has been obtained from sources believed to be reliable. nasscom and
its advisors & service providers disclaims all warranties as to the accuracy, completeness or adequacy of
such information. nasscom and its advisors & service providers shall have no liability for errors, omissions or
inadequacies in the information contained herein, or for interpretations thereof. The material or information
is not intended to be relied upon as the sole basis for any decision which may affect any business. Before
making any decision or taking any action that might affect anybody’s personal finances or business, they
should consult a qualified professional adviser.

Use or reference of companies/third parties in the report is merely for the purpose of exemplifying the trends
in the industry and that no bias is intended towards any company. This report does not purport to represent
the views of the companies mentioned in the report. Reference herein to any specific commercial product,
process or service by trade name, trademark, manufacturer, or otherwise, does not necessarily constitute or
imply its endorsement, recommendation, or favouring by nasscom or any agency thereof or its contractors or
subcontractors.

The material in this publication is copyrighted. No part of this report can be reproduced either on paper or
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the report may be sent to nasscom.

Usage Information
Forwarding/copy/using in publications without approval from nasscom will be considered as infringement of
intellectual property rights.
 75

AIOps: The Foundation for a Modern IT Organization

Address: Plot no. 7 to 10, Sector 126, Noida- 201303, India

Phone: +91-120-4990111

Email: [email protected]

Web: www.nasscom.in, community.nasscom.in