Use case 1: End-to-end business journey monitoring across applications
Summary:
IT processes must effectively support business processes, but in complex environments it can be hard to understand what the true source of the problem is when performance issues arise.
This can harm productivity, performance, and profitability, and can leave IT support teams struggling to assess and understand the performance issue, let alone the potential technical issues underlying it. Where multiple business and IT processes transact the challenge becomes even greater.
Benefits:
With data from end-to-end customer journey analytics aligned with business processes, development of a data lake, and AI-powered analytics, business analysis can be conducted at a very granular level. Customized dashboards can reveal the root cause of business performance issues, provide data on the performance of new offers and services, and show where further enhancements and efficiencies could improve performance or customer experience further.
Benefits:
Industries: Ecommerce, healthcare, FSI, transport and logistics.
Business outcomes experienced:
Transport ticketing operator
- Single view of the same data across all teams for enhanced collaboration and faster resolution.
- Automated service mapping for a real-time, customer-centric view of incidents.
- Able to assess non-payment trends by age and geography with a customizable, granular view of business process performance.
- Contextual awareness and end-to-end IT process monitoring ensured root cause analysis included non-IT-related impacts and issues, such as human error.
- The customer was armed with AI-powered insights to proactively inform its many IT providers when performance issues arose on their systems and to see whether the true cause of the problem had been rectified.
Use case 2: Improving customer experience while reducing cost
Summary:
Customer service at the edge is being revolutionized by IoT and cloud. But this presents unique challenges and opportunities. Extending applications into wider, more distributed environments – such as connected vehicles – promises insights and more targeted, smart services. But, as the number of devices and the complexity increase, the operational costs and number of incidents can also increase, leading to poor application performance and customer experience and increased operational costs.
Benefits:
Observability across the entire environment end to end, with data fed into AI-enabled automation and alerts for improved performance at reduced expenditure.
Benefits:
Connected vehicles, connected public transport, logistics, manufacturing
Business outcomes experienced:
Connected trucks
- 50% reduction in Cloud spend: Reduced cloud spend from over €300k per month to less than €150k per month, while increasing the number of endpoints/devices tracked.
- Improved performance across applications, delivering 200% better user experience.
- Accelerated remediation of events and issues with proactive monitoring and escalation. 56% reduction in mean time to respond and 77% reduction in time spent on incident resolution.
- Significant reduction in incidents that could risk security or performance. Average weekly incident counts were reduced from 600+ to 180+.
Use case 3: Transforming service operations
Summary:
End customers demand seamless digital experiences, but this requires many applications and data sets working in sequence, underpinned by complex integrations and security considerations. Issues must be addressed proactively to avoid poor customer service escalating to loss of business and/or reputation.
Benefits:
Resolve performance issues faster by consolidating observability data while AI capabilities identify the precise root cause of issues and prioritize them based on customer experience and risk, driving a user-centric approach to optimizing digital services.
Benefits:
Industries: Ecommerce, utilities, insurance, media.
Business outcomes experienced:
Online, digital, web, ecommerce.
- Dynatrace AI-assisted root cause analysis integrated with ServiceNow increased service availability to 99.95% whilst reducing breached SLAs by 80%.
- Instant root cause analysis, AI-assisted prioritization and automation increased storefront availability to almost 100%.
- Number of customers affected by issues impacting SLAs was reduced from 16% to 0.2%.
- Customers affected by issues impacting SLAs was reduced from 16% to 0.2%, with a 10x reduction in alerts.
- Proactive customer outreach within 7 minutes after the first alert.
Use case 4: Transforming multicloud operations
Summary:
Observability is critical when running applications and transferring data in multi-cloud environments. Managing multiple tools, including cloud-native and monitoring solutions, tools to visualize and assess, creates complexity, a high TCO, integration and risk concerns and often a 'solution' that is less than effective and provides only minimal visibility.
Benefits:
Single platform end-to-end observability across multi-cloud and hybrid cloud environments minimizes risk, TCO, integration challenges, while providing total visibility and business analytics. Identify the root cause of issues and constantly optimize the environment based on knowledge vs best estimates.
Benefits:
Service provider, telco, government/public sector, finance, utilities
Business outcomes experienced:
Online, digital, web, ecommerce
- Observability platform replacement/adoption time reduced from years for the previous solution to a few months.
- Initial MVP can be switched on within hours to support proof of concept development.
- €2 million TCO saving over two years.
- ServiceNow integration led to 50% reduction in incidents.