Client background

Client: International oil and gas major

Geographies: Operations in Europe, North and South America, Australasia, Asia and Africa

Products and Services: Integrated energy business, petroleum, natural gas, fuel stations, lubricants 

Revenue: About 180 billion US dollars annually

Challenges

A leading integrated oil and gas company envisioned a fast-paced transition to enable a lower carbon future. However, a complex multivendor landscape of applications was reducing performance and efficiency, putting increasing pressures on technology spending for the company. The application management team received over 4,500 service requests each month from customers, partners, and employees, and a large number of enhancements and change requests due to service outages. The application systems were unstable, causing immense backlogs and delays. The client sought to create a new system to accelerate application management and monitoring, and improve productivity.

Solution

Working across downstream, upstream and corporate business functions providing application management services and digital security services, Wipro offered a range of support and transformational services for over 8000 applications, including data management as-a-service, support for the Cloud applications and Platinum support for business-critical applications.

Wipro created cognitive process automation solutions using third party tools and proprietary HOLMES^TM Artificial Intelligence & Automation Platform, creating a system with increased accuracy and requiring significantly less manual effort. The solutions use intelligent virtual agents that enabled the customer to monitor critical business outcomes 24 hours a day reducing the necessity for human interaction with service requests.

Wipro has played a critical role in the customer’s Cloud migration journey and helped create a managed environment on the Cloud. This enforces standardization and limits user customization, which makes for more predictable environment to troubleshoot application performance and reducing errors. 

Business Impact

The rationalization of application monitoring efforts using cognitive automation resulted in significant reduction of Priority 1 and Priority 2 events. More than 5000 service requests were automated, resulting in a reduction in closure time from 2.79 days to 2.07 mins. Proactive monitoring identified and corrected problems before they occurred, creating a 95% monitoring effort reduction and 50% cost savings, significantly increasing efficiency and eliminating manual processes. The new system allowed 1,300 applications to be monitored for high availability in a fully automated solution. The service desk has delivered service request automation with 75% reduction in deployment time, increasing agility and reducing human error. Over 900 automation solutions are operational, ensuring high availability and improved system efficiency, and eliminating the backlogs, significantly reducing manual efforts, and improving productivity.