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Traditional IT monitoring techniques are not enough for today’s complex cloud environments. As cloud-based IT systems become more powerful and complex, companies need precise round-the-cloud monitoring and observability services to identify and resolve problems.
An industry-leading logistics company recognized how valuable cloud computing could be for its parcels division, providing the flexibility and accessibility necessary to provide end-to-end support for a growing customer base. But as the client began migrating operations to the cloud, it also recognized that its business ambitions were outpacing the capabilities of its IT monitoring system. Lack of real-time visibility into IT issues was making proactive incident response difficult. IT alerts were basic and reactive, lacking the in-depth analysis that IT teams needed to fully understand and resolve IT issues. These challenges contributed to long resolution times that ultimately jeopardized the experiences of both consumer and employees in the parcels division.
The client wanted to increase the strength and reliability of its IT system without sacrificing the momentum of its cloud migration. The company partnered with Wipro to incorporate observability services that would provide greater insight into the performance of applications throughout the system, including applications that managed crucial tasks like package tracking and sorting scans for trucks. The client also wanted a better connection between the IT and business teams.
Action
Wipro identified gaps in monitoring program and recommended a transition from traditional application-level monitoring to full-stack, business-level observability. Moving to a full-stack, business-level observability would provide a more unified view of performance across applications and business processes, allowing teams to identify incidents more easily, root causes and potential solutions.
Wipro also suggested migrating from Broadcom (Introscope) to AppDynamics and implemented a single dashboard to provide real-time analytics and unified monitoring for servers, applications, infrastructure and networks, including data centers and the cloud. The new dashboard is compatible with the full technology stack and capable of integrating advanced automation tools for critical tasks like ticket creation in Pulse/Jira. Every time the system detects parameters or KPIs that are trending towards a possible down time or anomaly, AppDynamics automatically logs a ticket for the incident, notifying the team.
The client worked with Wipro to establish an Observability Command Centre (OCC), a managed service provided by Wipro to help assess, establish and manage the observability program. Together they developed a roadmap that aligned the client’s IT and business team priorities, ensuring seamless end-user experience. They configured over 150 applications, created more than 800 health rules (flagging parameters) to enable alerts, installed over 300 agents and continue to monitor more than 50 critical business processes. Wipro continues to manage the OCC, providing constant observability to eliminate IT blind spots and support in-depth data analysis across each layer of IT architecture.
Ambitions Realized
Wipro’s approach provided effective KPI metrics, eliminated rudimentary alerts, and provided data analysis for better insight for all stakeholders. This enabled real-time tracking of critical business events, improving coordination between IT and business stakeholders. Proactive monitoring helped reduce ticket volumes by 26% with zero downtime for business-critical applications.
By ensuring IT reliability, the client improved customer retention, leading to increased brand reputation and business revenue. Real-time tracking improved end-to-end visibility across each event transaction, creating better coordination between IT and business stakeholders and increasing workforce optimization by 17%. Total number of orders increased by 10% and weekly revenue increased by 5% on average.
Performance of other key applications like package tracking and vehicle scans also increased. Truck drivers reported better user experience for PDT devices (99.05%, up from 95%), which helped reduce shipment delays by 15%. False positives on the package tracking app reduced by 50% and overall failures decreased by 10%. Through proactive incident response, the client’s IT teams were able to reduce hardware overload on servers by 20%.
By establishing an observability command center, Wipro was able to help the client become more efficient and enhance its response – providing customers with a more well-rounded and positive experience.
