Accenture Achieves 85% Reduction in Ticket Resolution Time With StackState

Accenture case study



Accenture plc is a multinational professional services company that specializes in IT services and consulting. A Fortune Global 500 company, it has revenues of approximately $61 billion and 738,000 employees.

IT Services

Story Snapshots

icon light unified inisights
Alert storms eliminated, ITSM ticket volume reduced 70%
icon light improving the quality of life
Optimize customer experience
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Prevent incidents through AIOps

Challenges: Incident resolution process

Accenture wanted to apply AI and observability to automate ticket resolution for a client using their Accenture myWizard® platform. When an issue occurred, they were receiving too many alerts across too many environments, making it difficult to determine the original root cause and solve the right problem. Accenture needed comprehensive observability to correlate details and provide crucial context in support of their incident automation processes.

Gaining faster remediation, unified view of entire IT stack

Accenture utilizes StackState to create an essential foundation for automated ticket resolution, correlating the 4Ts of observability – topology, telemetry and traces over time –across multiple systems. Fast and accurate root cause analysis helps Accenture accelerate problem remediation and reduce the number of incidents altogether by using AIOps capabilities within StackState to predict and avoid problems.

Highlights in the observability journey

StackState’s primary benefit is the 70% noise reduction of incidents that are coming into the system. Second… is a remarkable improvement in the speed at which we can actually resolve tickets… we're seeing 85% reduction in the resolution time.

How Accenture powers automation through observability and StackState's 4T Data Model 

Learn how one of the world’s most innovative professional services companies uses StackState to drive their core automation platform and to ultimately provide better services for their customers. 

Video Summary  

Accenture’s vision for value-led, business-aligned operations applies machine learning, automation and observability to help cloud-hosted and on-premise systems self-diagnose and self-heal. Accenture implemented StackState’s advanced 4T® Data Modelwith their ubiquitous myWizard® platform, used by 100,000+ practitioners at more than 3,000 companies, to automate self-healing capabilities, achieve up to 70% reduction in tickets and realize an 85% reduction in problem resolution time. 

StackState allows you to...overlay topology, time, tracing and telemetry together and to filter the noise from the system...I’m not too clear on too many other products that offer the same capabilities and that’s why we recommend your product.

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