Points of View

Shining the ignio Light on Incident Resolution

Mar 8, 2016 Tom Reuner

In June 2015, HfS wrote about the launch of ignio—TCS’s new autonomics platform—and the potential of two core capabilities native to the platform. The first was to manage business and IT operations autonomously and the second was a powerful scenario planning, what-if modeling capability to understand impacts on the IT and process environment over time. What we weren’t sure of at the time was which of these capabilities would resonate most strongly with enterprise IT and process organizations.

 

Over the last three quarters, TCS has been taking ignio to its clients and prospects, and HfS has been tracking the initial market adoption. The dominant use case, to date, for ignio is in automated triage and self-healing of IT incidents., Incident resolution remains a significant area of investment for most enterprise IT organizations, both in tools and service. An unplanned interruption or reduction in the quality of an IT service can be costly to the enterprise, given the increasing dependence of all businesses on their IT systems. Incident logging, categorization and resolution by first- and second-level support teams can be a very time-consuming, labor-intensive and costly in complex IT environments, and often leads to interrupted business processes and frustrated end users. Ability to auto-triage and self-heal, therefore, will improve a CIO’ peace-of-mind, minimize business impact of IT failures and reduce cost.

 

Over ten clients are now rolling out ignio as of early 2016, including the publicly disclosed Nationwide Building Society in the UK. The platform is being deployed under a “services as software” model, in which clients pay a price per use-case multiplied by the number of resource units managed by that use-case, delivered using an on-premises ignio platform instance. Writing product contracts based on usage and outcomes, while not providing the operational services is important; it fundamentally challenges the mainstream IT services model in place.

 

At the launch, TCS positioned ignio as the transformation engine for IT behind its own services stack. The initial client traction for ignio shows an interesting trend: enterprises are looking to insert the capabilities of ignio into existing IT operations, even when services are not led by TCS. We believe this not only reflects a significant dissatisfaction of enterprises with the effectiveness of their incumbent service provider, but also an unwillingness to undertake a major change in control in the near term. Instead, clients appear to want to use ignio to impact the speed and quality of incident management dramatically by using the prebuilt knowledge assets and neural intelligence of the platform to drive improved resolutions and higher rates of closure for minor and major incidents.

 

HfS believes that we are near the end of the era of manually building knowledge libraries based on incident solutions, for use by human agents. This was rarely effective at scale and was too dependent on the quality of knowledge capture, curation and dissemination, which enterprise IT cultures often struggle to deliver. Applying the cognitive capabilities of platforms such as ignio to capture and operationalize this knowledge is a much better way to both be effective in delivery and to begin to change the processes and culture of IT organizations for the better.

 

In the coming months, HfS is going to look more closely at the initial enterprise deployments of ignio to further understand the benefits planned and achieved. We’ll also shine a light on how the lessons of incident management can be ported to business process delivery to make it more intelligent.