smartQED helps teams to collaborate efficiently on complex problem solving and accelerate incident resolution.
Our innovative solution applies to many different domains including IT Operations, DevOps, Service Providers,
Financial Systems, Healthcare, Automotive and Aerospace, among others.
Benefits are most significant whenever
The problem is complex, with many potential causes
The investigation team is distributed across locations / time zones
Automated knowledge reuse through recommendations from historical data is useful.
smartQED Pilot - Case Study
Customer Pain Points
In a recently concluded pilot with a global cloud service provider, the IT Ops team faced strong pressure to resolve incidents faster due to stringent SLA agreements & risk of goodwill loss with customers.
Due to the complexity of their infrastructure, multiple teams of subject matter experts (SMEs) were often needed to investigate and resolve complex problems and urgent incidents. This led to several collaboration challenges within the incident resolution workflow including:
Difficulty in reading & understanding long service tickets under time pressure – SMEs would generally update incident tickets & post chat messages, and all others would need to read and understand these updates to get on the ‘same page’. Reading linear chains of long text in order to get the whole picture was inefficient and difficult to do under time pressure.
Inefficient handover - Hand-off during shift changes was tedious & very time consuming - new SMEs could take up to an hour to onboard. The team faced difficulties in explaining to others the current investigation status, work done & what actions were taken and why.
Lack of shared understanding - Incident response team members, managers and customers did not have a clear understanding of investigation progress and strategy. Manual status reporting to managers & customers was time consuming and distracting for investigators.
Inadequate knowledge sharing & inefficient reuse:
- Tedious manual searching & filtering of prior tickets & knowledge repositories was required to find applicable solutions, resulting in time delays & duplicated efforts. This was especially true when expert admins left the team and new members with less experience took over.
- Writing “post-mortem” reports and knowledge articles often resulted in complex but incomplete information. Significant additional effort was required in trying to reconstruct exact steps taken for cause analysis and remediation, and their outcomes. Others had to read and understand these articles, and apply the knowledge at appropriate times, which was not often not possible to do under time pressure.
smartQED Solution & Benefits
In the evaluation, the unique Collaborative Investigation Maps™ and Solution Recommendation Engine from smartQED provided significant reduction in problem resolution times through:
Visual, in-context collaborative workspace that allowed the investigation team to reach shared understanding very quickly
Easy, automatic reporting for clear visibility of investigation progress to customers, managers and other stakeholders
Automated knowledge capture and recommendations (augmented intelligence) that helps the investigation team find cause and remediation steps for problems rapidly, reducing the need for resources and reducing the MTTR.