Service Assurance Challenges
- Customer loyalty and retention driving the need to achieve high service levels.
- High operations IT staff turnover increases cost and puts service performance at greater risk.
- Migration to 5G technology adds complexity in managing service assurance.
The Solution:
VIA AIOps supports the achievement of automation goals through advanced analytics, machine learning, AI, closed-loop processes, and full integration with third party service management systems.
National Network Service Provider Scales Automation Without Scaling Cost
A national network service provider needed to hold service levels high while absorbing two pressures at once: heavy turnover in operations staff, and the added assurance complexity of migrating to 5G. VIA AIOps supported its automation goals through advanced analytics, machine learning, closed-loop processes and integration with existing third-party service management systems.
At a glance
- Industry: Telecommunications
- Challenge: Customer retention demanding high service levels; high IT operations staff turnover; 5G migration adding assurance complexity
- Approach: VIA AIOps with advanced analytics, machine learning, closed-loop automation and third-party service management integration
- Result: Automation goals supported at massive scale at lower operating cost
- Source: Vitria customer narrative
The situation. Three pressures met at once. Customer loyalty depended on service levels the provider had to guarantee. Operations staff turnover was raising cost and putting service performance at risk as experienced people left. And the 5G migration was adding domains and dependencies faster than the assurance tooling could absorb them.
What was done. VIA AIOps applied advanced analytics and machine learning to detection and diagnosis, with closed-loop processes automating response. Full integration with the provider’s existing third-party service management systems meant automation could be added without replacing the surrounding operational estate.
The result. Automation goals were supported at massive scale with a materially lower operating cost than adding headcount would have required.
