Client background

Client: A US-based manufacturing company

Industry: Imaging solutions

Area of Operation: Global

Products: Laser printers and imaging products

Employees: Over 8000 

Challenge

The client wanted to deliver consistent managed print services to its end users. However, the lack of real time visibility into core business processes led to a reactive approach to incident management, hampering service continuity. The client therefore, aimed to upgrade its technology infrastructure to achieve zero latency operational architecture. This required monitoring of end-to-end business processes in real time to achieve incidence avoidance. It was also crucial to consider supporting systems and contextualize functional processes to minimize errors and risks.

Solution

To help the client achieve zero latency operational performance, Wipro created a simple, scalable and focused operations solution, underpinned by unique design principles. The solution included: 

• Creating a new way of visualizing operations management, based on AI operations principles 
• Leveraging client’s tools and data to create a system for measuring core business processes of its managed print services business
• Synchronizing core business processes to the printer data collection systems and determining thresholds using machine learning (ML) techniques 
• Arranging underlying system in a server room and displaying out-of-variance conditions using anomaly detection and correlation techniques that show root cause in real time as a simple read out in the main visualization panel – with just a mouse over
• Streaming the KPI values in real time and using machine and wire data to broadcast underlying monitoring components through an existing streaming analytics platform, supported by AI and ML techniques 
• Applying ML to dynamically set the thresholds for each sub-system at the month, day and hour level - based on healthy business KPIs
  

Business impact

Wipro’s scalable operations solution enabled proactive, end-to-end monitoring and analysis of the client’s managed print services business and supporting complex infrastructure. This resulted in several tangible business benefits including: 

“The client wanted to proactively monitor their business processes so that they could find anomalies in business process before they could become incidents and cause any disruption. Wipro helped the client deliver highly available print service through enhanced visibility into core business processes.”

Murthy Malapaka, CTO, Cloud and Infrastructure Services - North America, Wipro Limited