GAVS enGAge - May 2023

"What is now proved was once only imagined."

- William Blake

Hi There!

Welcome to the ZIF™ special edition of enGAge!

Our proprietary AIOps platform, Zero Incident Framework™ or ZIF™, as it is popularly known as, was launched in 2014. Since then, it has helped multiple clients meet their business imperatives and make progress towards their aspirations. With feedback from our customers and partners, and our brilliant team of engineers, ZIF™ has continued to evolve over the years.

In this edition, we introduce you to ZIF™, its capabilities and a few of its use cases. To know more, please visit us at zif.ai

Editor’s Note

The world of AI is constantly evolving, and with the advent of ChatGPT, a new era of consumer use cases for AI has emerged. It has made AI more accessible than ever before, and organizations across industries are finding unique and exciting ways to harness the power of this technology.

According to a recent report by the think tank Pew Research Center on how workers feel about AI, most “expect AI to transform hiring, firing, and evaluations.” There is also concern about the potential impact of AI on jobs and the workforce. Although, we still lack clarity on how these new applications of AI will impact work and workforce in the future. It will differ greatly between industries and even roles.

However, behind the scenes, AI has been powering businesses for years now. It has been used by IT teams in the form of Artificial Intelligence for IT Operations (AIOps) to help them modernize and operate more efficiently. Today, even short downtimes are detrimental to businesses, impacting not only revenue but also reputation. This is where AIOps solutions can help.

AIOps usually helps overworked and understaffed technology teams in improving their ability to manage

complex, hybrid and multi-cloud IT environments. It can be leveraged in use cases like observability - unified visibility into entire IT enterprise, i.e., all users, applications, and real-time, dynamic topology mapping. This can quickly resolve and prevent issues before they arise, ensuring that IT systems are operating at maximum efficiency.

AIOps also enables in automating processes including the identification and remediation of issues. Such platforms can ingest large volumes of data, analyze root-cause quickly, correlate data/events, and predict future incidents. Additionally, it can auto-remediate the impending incidents and ensure there are no outages.

Most importantly, apart from driving revenue, adopting AIOps can free up the time of the engineers, to focus on innovation! GS Lab | GAVS’ proprietary AIOps platform, ZIF™ (Zero Incident Framework™) can help transform IT operations for the new era. ZIF™ can give an organization the agility it needs to adapt to unforeseen events, streamline its IT operations, and handle evolving needs.

Learn more about it in this ZIF™ special edition of enGAge. Members of the ZIF Product Marketing team have written the following articlesInnovating Operations for a Changing World

ZERO NOC is the New Normal The Pulse of Healthcare and SecOps

ZIF™ SRE - Driving Reliability and Performance in BFS

ZIF™ Dx - Elevating Digital Experience to New Heights

AI-powered Cybersecurity with ZIF™

Happy Reading!

Introducing ZIF™ (Zero Incident FrameworkTM)

Are you looking for a way to gain deeper insight and enhance reliability of your applications and infra hosted on cloud or on-premise?

Are you tired of managing multiple monitoring tools to upkeep the availability of your IT enterprise?

Is your IT operations team overwhelmed by thousands of alerts?

What if you could monitor your entire stack in real-time? Imagine a single platform that could provide you with complete visibility, from your cloud to on-premises, with AI-powered automation, the platform can pinpoint and resolve issues automatically before they become incidents.

That’s what ZIF™ does“Transforming IT Operations for a New Era”

With its AI-led intelligence platform, ZIF offers a unique solution to optimize your digital performance and drive business success. ZIF can give an organization the agility it needs to adapt to unforeseen events, streamline its IT operations, and handle evolving needs. ZIF is revolutionizing the way organizations manage their IT operations.

ZIF™ is true AIOps. It is built on a big data architecture that can handle large and varied volumes of data. ZIF, an on-premise and SaaS solution, enables IT to deliver high-performance systems with end-to-end visibility that aids in resource management and asset optimization and generates value for enterprises.

Success Stories

Are you considering a new product for your IT operations but unsure if it’s the right fit for you? One great way to learn more about it is to read testimonials from our satisfied customers.

Since implementing ZIF, our clients have seen a significant improvement in their IT operations. They can identify and resolve issues faster, resulting in less downtime and increased productivity. The AI-powered insights and recommendations have helped them make more informed decisions, saving time and resources. ZIF has helped numerous clients achieve significant improvements in their IT operations. For example, a large US healthcare provider was able to

reduce its incident response time by 90% after implementing ZIF, while a leading provider of financial services was able to reduce its downtime by 95%.

Let's dive deeper into some of the real-life success stories of businesses that have implemented ZIF and the benefits they have experienced. Make an informed decision about whether ZIF is right for you, it could be the key to finding the perfect solution for your needs.

1

The client is an Indian banking and financial services company. It is India's largest private sector bank by assets and the world's 10th largest bank by market capitalization. As their business operations grew, they faced challenges in managing their IT infrastructure. The traditional reactive approach to IT management was no longer viable as it was impacting customer satisfaction. That's when the client turned to ZIF. The management was impressed with ZIF and said “… have implementedtheir AIOps platform ZIF for monitoring of our all Infrastructure (Server, Storage, Network devices). They have recently implemented Physical Discovery to improve the capability of Analysis and APM for enhancing the reliability of applications in the last few months. We are pleased by the platform implementation and the benefits it provides. ZIF was able to detect and predict close to 95% of high priority P1 incidents in advance, and proactively creates tickets. It has reduced the high priority P1 incidents by 25% in the last six months, and our IT operations team can spend their time in managing other projects.”

2

“ZIF's AIOps platform has helped us improve our application uptime and reduce MTTR by 80%. We can now proactively identify issues before they become incidents, and our IT team can focus on more strategic tasks.”

- Senior IT Executive at one of the largest manufacturers of household cleaning supplies

3

“ZIF has revolutionized the way we manage our IT operations. Its advanced machine learning algorithms have enabled us to automate several manual processes, resulting in significant cost savings and improved efficiency." ”

- CIO at Financial Services Company

4

“With ZIF's predictive analytics capabilities, we can now identify and resolve potential performance issues before they impact our customers. This has helped us enhance our digital experience and improve customer satisfaction.”

- IT Director at a Healthcare Company

5

“ZIF allows any user to detect issues faster with infrastructure and helps in identifying the area of concern. Prediction and correlation features help in analyzing the issues that tend to cause any big outages on the infra-monitoring tools. Operations efficiency through noise nullification, driving faster Mean-Time-to-Repair. Proactive Identification of risk based on pattern.”

- Senior Manager at a Banking Company

6

“Perfect MoM layer tool to monitor the IT Infrastructure- Perfect tool to monitor complete IT Infrastructure. Really helpful in analyzing the issue in an easier way. Different modules (Correlation, Suppression, Prediction) in tools are very useful for finding the root cause and addressing the alerts as soon as possible.”

– IT Director of a Global Finance Firm

7

ZIF has stood the test of time, for this is supported by a Leading Mortgage Service Provider which was facing issues due to their inefficient IT operations and Siloed IT infrastructure systems. There was a Lack of 360-degree visibility in the IT environment also but after the implementation of ZIF, the client observed faster response & resolution to L1/L2 incidents, drastic reduction in critical incidents through prediction and proactive remediation which enhanced their business service reliability.

“AIOPS product providing a 360-degree view IT and Application infrastructure. Service Management using AI/Automation capabilities to proactively monitor the environment and reduce incidents.”

8

- Manager from a Healthcare and Biotech Industry

9

“Amazing incident resolving product. This is a go-to product, best in market for the price range it offers”

- Client belonging to Information Technology and Services

10

“This has been a perfect tool. We get all the alerts in one place. Since the alerts get correlated, my team doesn't have to go through individual alerts to understand the bigger picture of what is happening in our environment. The tool doesn't stop with correlation; it also provides near-accurate prediction and helps avoid P1 incidents effectively minimizing the downtime, which is critical to any infrastructure.” ”

- Operations Manager of the largest human services agency in New York City

11

“Excellent MoM layer tool to monitor the IT Infrastructure. Various feature present in the tool makes your effort much easier and act as cost saving element in IT environment. Excellent service and assistance on the product end makes seamless efforts on installing the tool to monitor the environment.”

- Client of a Mortgage Company

“ZIF is user friendly. Reduce errors and provide high-quality results will make better productivity. Predictive dashboards are very useful for business.”

- Application support manager, Healthcare Organization

12

“ZIF AI – The Future is here. ZIF provides a unified real-time view of cloud layers, end-to-end tracking, and tracking individual performance. We have Prediction and integration, which helps in handling the issues efficiently. ZIF is the best platform for monitoring multiple tools with the use of Prediction and Correlation, which helps in analyzing the alerts and prevents various tickets for a single issue.”

- Client of a Financial Services Company

Client satisfaction is extremely important to us. But ZIF™'s success isn't just limited to client satisfaction. We believe that success is measured not only by the satisfaction of our clients, but also by the well-being and growth of our employees. We are committed to creating a work environment that fosters professional development, encourages open communication, and promotes work-life balance.

13

“Necessity for the Modern times of IT ops. ZIF as a platform completely transformed the way our engineers attend to major incidents. The part of identifying the right alert at the right time with RCA information is key to our success.”

- Client in the Healthcare industry

We spoke with the NOC Manager and NOC Engineers, who discussed how ZIF has empowered their team to provide proactive and effective support to the clients. The tool's customizable dashboards and intuitive interface have enabled support staff to be more agile and responsive, resulting in a seamless and superior customer experience.

The NOC Manager said “We are committed to delivering excellence from day one. Our NOC team is equipped with the latest tools and technologies, including ZIF™, to provide proactive and effective IT support to our clients. We are constantly evolving and learning

to stay ahead of the curve and ensure our clients' success.”

They added, “ZIF™ has been a game-changer for our NOC team. The tool's predictive analytics and automation capabilities have enabled us to identify potential issues before they occur and take proactive measures to resolve them. This has helped us provide faster and more efficient support to our clients, resulting in higher satisfaction and retention rates. Also, the integration of all the tools into a single monitoring module allows proactive monitoring of all the source tools in a single window. Noise Reduction is a pro feature that helps in the unwanted rising of multiple incidents for a single issue.”

ZIF is a game-changer for organizations looking to optimize their IT operations and enhance customer experience. Its AI-powered capabilities have received positive feedback from its clients, who have reported significant improvements in their IT operations efficiency and performance.

Sources:

1.Gartner Peer InsightsReviews

2.G2 Insights - Reviews

3.Capterra - Reviews

Innovating

for a Changing World

ZIF is an AIOps solution that provides a 360-degree view of enterprise IT health, proactively detects incidents before they occur, and remediates them with minimal human interference. By focusing on eradication and proactive remediation of the incidents, ZIF enables organizations to trend towards a Zero Incident Framework™.

Read on about the 5 modules of ZIF and understand how it can help you stay ahead!

The 5 Modules of ZIF™

All five modules are modular in nature, and customers can pick and choose any or all depending on their pain points.

Auto Discovery and Dependency Mapping of Topology

ZIF auto-discovers devices and apps, and it builds a topological map of the IT landscape. The discovering capability involves Application Auto-Discovery and Dependency Mapping (ADDM), which discovers anomalies in applications. ZIF automatically discovers and maps the applications and topology of the end-to-end deployment, hop by hop. ZIF can integrate with the enterprise CMDB platform and keep it up to date.

ZIF also has the capability to auto-discover users and provides a real-time view of users of every application. ZIF also provides a dynamic topology mapping that auto-updates in real-time. It also provides interactive maps that highlight the exceptions and enables drill-down to the root cause.

Monitoring of the Enterprise Environment

ZIFhasfull-stackmonitoringcapability, which means it has provision to monitor all the layers of the IT

infrastructure, like servers, storage, OS, network devices, APIs, containers, cloud, etc. ZIF has symptom-based and synthetic monitoring capabilities. It can identify signals and symptoms of an issue in advance as well as monitor proactively by simulating user transactions. It can suggest solutions to SMEs and/or take remedial actions accordingly. Server monitoring, database monitoring, log ingestion, etc can be done easily. ZIF also has Application Performance Monitoring capability, thus measuring the Application Health Index (AHI) and User Experience Index (UEI).

ZIF Monitor provides a single pane of monitoring for workloads that are spread across multi-cloud and hybrid environments. IT admin or server owner or application owner, need not go across multiple environments to monitor their workload, instead ZIF Monitor provides a single pane of the dashboard and provides the ability to set rules and receive notifications through centralized control.

ZIF End User Monitoring provides authentication to ensure the identity of the user who uses the laptop, desktop, VDI, etc. The ZIF End Point Agent (EPA) tracks productivity and monitors resource availability, like CPU, memory, top resource consumers, and top talkers via network. The EPA monitors the

identity of the user and checks for user authenticity through biometric inputs at random or periodic intervals based on the predefined configuration.

Correlation and Noise Reduction

ZIF correlates all the alerts that come into the environment in real-time and finds the root cause of a particular issue. ZIF also has the capability of anomaly detection and the detection of false positives with end-to-end visibility into IT operations.

Unlike many AIOps platforms that perform these correlations through built-in rules that are configured, ZIF does this through pattern recognition and spatial clustering algorithms. It helps in reducing MTTI and MTTR. It also provides Tech-Bots, which mimics and automates user actions to improve productivity. A Pattern-Based Dynamic Threshold for alerts based on outliers is used.

The universal connector in ZIF is a low-code component that helps in the ingestion of data from various third-party monitoring tools.

Predictive Analytics

ZIF proactively predicts any potential failures or performance degradations

at a minimum of 2 hours before it occurs. ZIF does this through unsupervised machine learning algorithms. ZIF also predicts incident volumes and usage patterns for up to a year. ZIF also takes into consideration seasonality while making predictions and provides recommended solutions. Advanced Intelligent Incident Analytics (AIIA) enables the identification of patterns and situations that precede an outage. ZIF can integrate with enterprise ITSM and messaging tools as well and prescribe a resolution. ZIF’s patented unsupervised learning algorithms help ZIF forecast capacity needs, predict ticket volumes, spikes, and resource utilization levels up to a year in advance.

ZIF’s predictive engine helps in increasing service availability by 95% by proactively detecting business services impact and reducing Mean Time to Resolve (MTTR) by a minimum of 60%, going up to 95%. ZIF’s prediction accuracy is more than 90% and has seen a reduction in P1 incidents. It has also helped clients in detecting 95% of high impact issues in advance.

Automation

ZIF has auto-remediation and self-healing capabilities. It has 250+

pre-built ITPA bots which perform various automation tasks. ZIF also has a workflow creator which enables clients to create their bots and workflows. ZIF also has capacity orchestration capability, which optimizes infrastructure based on usage, saves resources, and accelerates processes. One-Click Auto-Remediation automates any workflow that has a logical procedure, relieving engineers of routine tasks. Virtual Engineer enables faster resolution of simple and common issues by providing 24/7/365 support.

ZIF has a unified dashboard to view the health and status of all the applications that are deployed. It gives a holistic view of every application deployed across geolocations. The business value dashboard on the platform enables the CEOs to know the ROI achieved by having invested in our product. It displays various KPIs like OPEX, CAPEX, and MTTR reductions which have been achieved because of ZIF. Also, ZIF allows business owners to map Business Processes to Business Services in the platform. We call this the “Bird’s View” or “Business Process Overview”.

passed as stream or batch. ZIF can create and process workflows dynamically while in production, and the ZIF bots can be used for faster resolution.

“ZIFTM: Unlock the maximum potential of your IT Operations with AI and Automation”

• Data Ingestion

a. 30K messages per second (avg. payload size 0.4KB).

b. Very low latency for processing, less than 200ms till DB persistence

c. More than 150K devices support with 1-minute interval metrics

• Event Processing - 26K event processing per second, Average message size - 400 Bytes with 40 operational metadata from data injection till DB persistence

• Correlation Processing - 100K alerts processed for correlation in approx. 0.85 min

• Prediction Processing

a. 6 weeks of historical data for a machine can be processed for for prediction in approx. 30 milliseconds

Being a predictive analytics platform, ZIF also showcases the Forecasted Status or Predicted Status of Business Processes & Services. ZIF can be installed with a single click ZIF can process events that are

b. Single VM installation can support up to 53 K devices for a single counter prediction. A single counter message will be as low as 80 bytes

AIOps Unleashed: Breaking Down the Benefits of ZIF™

•ZIF helps in proactive detection for business continuity

•Efficient – A single pane of command to seamlessly run IT Operations

•Highly accurate: 90% accuracy - Accuracy by proactive IT Operations led by predictive insights

•Increases services availability by 95% by proactively detecting business services impact

•40% - Reduction in incidents and reduced incidents per user per month

•Reduced Mean Time to Repair (MTTR) by 60%

•Reduces overall IT Operation Costs by 50%

•End-to-end Monitoring - Agile - Monitoring & elimination of Digital Dirt

•Easy integration of ZIF with other third-party tools for data ingestion using the universal connector helps leverage prior investments made by clients

•60% increase in the productivity of the employees by the deployment of Automation bots

•No dependency on the product support team to develop new dashboards or widgets, they can be dynamically generated by users

•Increased revenue by providing a better user experience to end customers

HARNESS THE POTENTIAL OF ZIF™ FOR SMARTER IT OPERATIONS

Discover what ZIF™ can do for you and start unlocking the full potential of your IT infrastructure today.

Artif icial Intelligence

ZERO NOC is the New Normal

The NOC is typically the central hub for managing and monitoring a company's network infrastructure, including servers, routers, switches, and other devices. It can be time-consuming and error-prone for human operators to monitor and resolve network problems. Achieving Zero NOC is a goal for many IT enterprises.

Achieve

“Zero NOC” is a term used to describe an IT infrastructure setup where network operations are automated to such a degree that human intervention is no longer required. ZIF can help enterprises in achieving this. ZIF analyze, diagnose the root cause and self-heal, without the need for human intervention. ZIF is highly efficient and can automate networks and processes to cope with incidents of an IT infrastructure that can handle the majority of network operations without human intervention. ZIF accomplishes this through the use of advanced analytics, machine learning, and artificial intelligence technologies, and quickly identifies, diagnoses, and resolves network problems. Zero NOC can easily streamline network operations and make it more effective with the help of ZIF, resulting in less downtime and better overall network performance. ZIF supports the enterprise with its advanced AI capabilities, and boosts proactive data-driven IT operations, thus reducing cost and improving productivity

ZERO NOC is the NEW NORMAL

•Automatic Data Aggregation

•Easy Data Transformation

•AI Driven Correlation

•AI Driven Root Cause Analysis

•AI Driven Noise Suppression

•AI Drive False Positive Elimination

•Automatic Incident Creation in ITSM

• Automatic Incident Closure Based on Reverse Alarm

•Automatic Resolution By Bots

•Self Service Portal

ZIF is a pure-play AI platform run exclusively by unsupervised pattern-based machine learning algorithms. This is its fundamental distinction. The platform also provides actionable insights by predicting performance degradation and capacity utilization bottlenecks. Real-time analytics on alerts from infrastructure monitoring tools helps forecast system utilization breaches thus paving the way for preventive actions. ZIF can improve business service continuity, prevent data disasters, and enhance the performance of IT infrastructure. With the help of advanced ML, meaningful and actionable insights can be derived for business improvements, enhance user experience and reduce resource utilization.

ZIF™ – The Pulse of Healthcare & SecOps

The healthcare industry is in the midst of a digital revolution. The rapid advancements in technology have enabled healthcare providers to store, manage and analyse vast amounts of data. The emergence of electronic health records, telemedicine, and mobile health applications has made healthcare more accessible and convenient for patients. However, this digital transformation has also brought about new challenges, particularly in the areas of IT infrastructure and cybersecurity.

Ensuring reliable and secure IT infrastructure is essential for healthcare organizations to provide high-quality patient care. Any disruptions in IT infrastructure can have serious consequences, including delayed treatment, misdiagnosis, and compromised patient data. In addition, the healthcare industry is a prime target for cybercriminals due to the sensitive and valuable nature of patient data. To address these challenges, healthcare providers are turning to Artificial Intelligence for IT Operations (AIOps). The global AIOps platform market in healthcare is expected to reach $2.03 billion by 2027, growing at a CAGR of 12.9% from 2020 to 2027. A study found that AI can potentially save the healthcare industry $150 billion annually in productivity gains and $70 billion in reduced healthcare spending by 2026.

In this case study, we will delve into the benefits of AIOps in IT Infra and cybersecurity for healthcare clients and highlight specific use cases to demonstrate its effectiveness. We will examine how healthcare providers are leveraging AIOps to address IT infrastructure and cybersecurity challenges in their organizations. We will also explore the role of AIOps in enhancing patient care and improving overal organizational performance.

The client is a comprehensive healthcare provider that serves the diverse population of the Bronx community, New York. With multiple medical centers spread across the borough, the organization offers a wide range of medical services to patients of all ages and backgrounds.

The client is committed to delivering high-quality, patient-centered care that is accessible to all. Its team of healthcare professionals includes physicians, nurses, specialists, and other healthcare providers who are dedicated to improving the health and well-being of their patients. The medical centers under the client’s umbrella offer a broad range of services, including primary care, paediatrics, women's health, mental health, cardiology, oncology, neurology, gastroenterology, and much more. In addition to providing top-notch medical care, the client is also committed to community outreach and education. It partners with community organizations to provide health education, screenings, and other services to underserved populations in the Bronx. Overall, the client is a trusted and essential healthcare provider in the New York Community. Its commitment to patient-centered care, accessibility, and community outreach makes it a vital resource for patients of all backgrounds and healthcare needs.

Challenges

As a healthcare provider, the client organization faces numerous challenges when it comes to managing its IT infrastructure and ensuring cybersecurity. With the increasing reliance on technology to provide medical care, it is essential to have a robust and secure IT infrastructure. Cybersecurity is a critical concern in the healthcare industry, as it deals with sensitive patient data that can be targeted by cybercriminals. The cost of a data breach for healthcare organizations can be significant. According to a study, the average cost of a healthcare data breach is $7.13 million, or $429 per affected record but organizations that use AI in their security operations can reduce the average time to detect a breach by 12.7% and the average time to respond to a breach by 14.6%.

The client organization also faces typical IT infrastructure challenges, including managing multiple systems and applications, dealing with legacy systems that are no longer supported, and maintaining the network infrastructure.

The healthcare industry has seen an explosion in the number of connected devices, making it challenging to manage and secure them all.

To address these challenges, the organization needs an AIOps

platform like ZIF. It uses advanced technologies like Transaction Journey Mapper (TJM) and Indicator of Compromise (IOC) to analyze massive amounts of data and provide insights that would be difficult for humans to detect. It is also integrated with Open Threat Exchange (OTX), a global platform for sharing threat intelligence. This integration allows the organization to receive real-time threat intelligence from the OTX community, enabling them to proactively identify and address potential issues before they become significant problems. ZIF automates all aspects of security operations, from threat detection to incident response, and eliminates the need for human analysts to manually monitor and investigate security events, thus helping in achieving Zero SOC.

Managing IT infrastructure and ensuring cybersecurity is a complex task for healthcare providers, and it requires specific expertise and resources to address these challenges effectively. An AIOps platform like ZIF is essential for healthcare providers to manage their IT infrastructure efficiently, reduce downtime, and improve the overall quality of patient care while ensuring the security and confidentiality of sensitive patient data. The integration of advanced technologies like TJM, IOC, and OTX enables proactive measures to prevent potential threats and provide a secure and reliable IT infrastructure.

The Power of ZIF™: Achieving Zero Incidents in Your IT Environment

a)

Solution Highlights

IT Infrastructure Management: It can monitor and manage multiple systems and applications, including legacy systems that are no longer supported.

It can handle the complexity of the healthcare client's IT environment, including on-premises and cloud-based systems, and the increasing number of connected devices.

Cybersecurity:

ZIF provides advanced threat intelligence capabilities, including IOC and TJM, to analyze massive amounts of data and detect potential threats before they become significant problems.

It integrates with the Open Threat Exchange (OTX) community to receive real-time threat intelligence and proactively identify and address potential issues.

Change of State (CoS) may indicate a compromise in Reliability (increase in time to transmit or receive data) and Security (new application, new node, more data). ZIF detects CoS in devices as quickly as possible and auto-remediates/mitigates it to provide reliable services to users.

Solution Outcomes

Increased availability and reliability of critical patient care systems, such as EHRs and PACS, by up to 99.99%

40% reduction in IT operations costs, incl. DC hosting, network bandwidth, and IT operations.

Utilizing predictive AI-enabled SOC operations for proactive protection against cyber threats.

99% SLA adherence

Reduction in the time required to detect and respond to potential threats by up to 80%

Reduction in the time required to recover from a security attack by up to 50%

70% First Point Resolution (FPR)

Improved Mean Time to Resolve (MTTR) for incidents

Prediction of events/incidents prior to occurrence helped prevent major outages

The healthcare industry is facing numerous challenges in managing IT infrastructure and ensuring cybersecurity. To address these challenges, healthcare providers are turning to AIOps platforms like ZIF, which offer advanced technologies like TJM, IOC, and OTX to provide real-time threat intelligence and insights. By leveraging the power of ZIF, healthcare providers can achieve zero incidents in their IT environment, reduce downtime, and improve the overall quality of patient care while ensuring the security and confidentiality of sensitive patient data.

ZIF™ SRE- Driving Reliability and Performance in BFS

As the world continues to shifttowards digital transformation, BFS firms in India are increasingly relying on technology to provide seamless and efficient services to their customers. However, with increased reliance on technology, there comes a greater need for ensuring service reliability and minimizing downtime. This is where Service Reliability Engineering (SRE) comes into play. SRE is an approach that combines software engineering and operations to increase service reliability, reduce downtime, and improve user experience. SRE enables businesses to control expenses while ensuring that their systems are scalable, secure, and reliable.

According to a study by Gartner, the average cost of IT downtime for sinesses is around $5,600 per minute.

By implementing SRE and AIOps, banks can reduce downtime and prevent costly outages, potentially saving millions of dollars. Another report by McKinsey found that automation and AI can help banks reduce operational costs by 22% to 33% and estimated that the implementation of SRE principles and AIOPS platforms can lead to a 20-30% reduction in IT infrastructure costs for BFS institutions, resulting in savings of up to $1 billion per year for large banks.

In this case study, we take a closer look at how a leading BFS firm in India leveraged the ZIF™ SRE platform to overcome its service reliability challenges. With a wide network of interconnected offices and outreach programs across India, the firm faced challenges related to

the high volume of alerts from their IT monitoring solution, reactive IT operations leading to unplanned downtime, and lack of visibility into user experience during application access and usage.

The ZIF™ SRE platform offered a comprehensive solution to these challenges by proactively monitoring and managing incidents, integrating with DevOps processes, and automating incident response and remediation.

Client Overview

The client is a leading BFS company in India, with a history of over four decades in the industry.

The company has a widespread network of over 500 interconnected offices across India, which ensures that customers have easy access to its services no matter where they are located. The client has also leveraged technology to make its services more accessible and convenient for customers, with its dedicated online platform. This platform enables customers to apply for loans, make payments, and manage their accounts from the comfort of their homes.

Client’s SRE Challenges

▪ Alerting: Alert fatigue from a high volume of IT monitoring alerts

▪ Scalability: As the client continues to grow and expand their services, they need to ensure that their

IT infrastructure and SRE capabilities can scale accordingly.

▪ Security and Compliance: The client needs to ensure the highest levels of security and compliance for all financial transactions and customer data. This includes safeguarding against cyber-attacks, protecting sensitive information, and meeting regulatory requirements.

▪ System availability and resilience: The client requires high system availability and resilience to ensure that financial transactions can be processed reliably and without interruption. This includes having robust disaster recovery and business continuity plans in place to minimize the impact of any disruptions.

▪ Legacy systems and technical debt: The client still rely on legacy systems that may not be compatible with modern SRE practices. This can create technical debt, making it difficult to implement new solutions or updates that may improve system reliability.

▪ Redundant tasks: Continual need for after-hours help for high-impact situations which can be automated has led to IT worker burnout

▪ Imbalance in Operations and Development Tasks: BFS operations can be complex, with multiple systems and processes

involved in every transaction. This makes it difficult for the SRE team to concentrate on the development tasks.

▪ Unplanned Downtime: Due to the lack of proactive IT Operations, unplanned downtime occurs. Estimation of SLO and SLA also becomes difficult.

▪ Poor Incident Management: High number of critical incidents affects service reliability.

ZIF™ SRE - Streamlining IT Operations with ZIF™

a)

Solution Highlights

Implementation of AIOps platform for Service Reliability Engineering (SRE) - ZIF

Removes the barriers between IT infrastructure systems and operations.

ZIF platform provides the SRE team with access to the latest CMDB and enables them to have complete Observability of the IT operations.

The platform could enable the client to scale their IT infrastructure and SRE capabilities to support growth and change, while also providing the agility needed to rapidly adapt to changing market conditions.

The platform provides capacity planning and optimization capabilities that enable IT staff to monitor and optimize system capacity to support business growth and changing demand.

Continuous and real-time monitoring of infrastructure, applications, and user experience helps to achieve the targeted SLO and SLI. The event detection algorithm eliminates false positives and reduces alert fatigue

Automatic Root cause analysis

ZIF automates routine IT tasks, reducing the burden on IT staff and minimizing the risk of human error. It eliminates the toil.

The ZIF platform could also enable proactive incident management, using predictive analytics and machine learning algorithms to detect and prevent incidents before they occur. This would help to reduce unplanned downtime and minimize the impact of P1 incidents.

The accurate event predictions help the client to estimate the Error-budget accurately.

b)

Outcomes

The Reduction in MTTR by 70%

Reduction of high impact incidents by 25%

Detection of 95% of high impact incidents in advance

End-to-End visibility for the IT teams

The platform helps to improve SLIs, such as availability and response time, by proactively monitoring and managing incidents.

The implementation of the platform helps the client to reduce their error budget burn rate by proactively resolving incidents and staying within the error budget limits.

Zero-touch automation for a variety of services, such as the delivery of cloud-native applications, legacy applications, and workflows

IT resources and capacity freed up to prioritize key initiatives

The implementation of the Zero Incident Framework™ helps the client to meet or exceed their service level agreements with customers, measured in terms of SLA compliance percentage or the number of SLA violations.

The ZIF™ SRE platform proactively monitors and manages incidents, integrating with DevOps processes, and increasing revenue for the bank by up to 30%. This is because DevOps enables banks to release new features and services faster, leading to increased customer satisfaction and loyalty. The 70% MTTR reduction resulted in an estimated cost savings of $4 million per year. By using SRE and AIOps, the client IT team was able to detect and resolve issues 90% faster, leading to approx. cost savings of $1.2 million per year. The client was able to improve their customer satisfaction ratings by 20% as well, which led to an estimated increase of $2 million in annual revenue. A 30% reduction in their operational costs was also observed, which resulted in savings of $3 million

their IT infrastructure up to date and secure. As the world continues to rely more and more on technology, banks must keep pace with the changing times to stay competitive and serve their customers effectively!

In conclusion, it can be said that SRE is a critical aspect of IT infrastructure for the BFS industry. The BFS sector deals with sensitive information and requires a high level of security and reliability. SRE practices help ensure that the BFS systems operate seamlessly without any disruptions or downtime, which is crucial for the industry's smooth functioning. AIOPs platforms play a significant role in implementing SRE for BFS clients. Thus, the BFS industry should recognize the importance of SRE and AIOPs and invest in them to keep

ZIF™ Dx – Elevating Digital Experience to New Heights

In today's fast-paced digital landscape, providing a seamless and personalized digital experience has become increasingly important for businesses across all industries. However, with the proliferation of different digital channels and the complexity of endpoint and infrastructure operations, achieving this goal can be challenging. This is where the ZIF™ Dx comes in - a powerful digital transformation platform designed to help businesses overcome critical challenges in digital experience, endpoint monitoring, and infra monitoring. In this case study, we will explore how ZIF addressed these challenges for a leading printing and communications company, and the resulting improvements in operational efficiency, customer experience, and competitive advantage.

Client Overview

The Client is a global communications company that provides integrated communication solutions to a wide range of clients across multiple industries. Headquartered in Chicago, Illinois, the client company operates in more than 30 countries, employing over 40,000 people worldwide.

This case study will examine how client addressed their Digital experience and Endpoint monitoring challenges by deploying ZIF™ Dx.

Challenges

▪ Difficulty in providing a seamless digital experience to customers across different channels.

▪ Inconsistent user experience across multiple touchpoints, leading to customer frustration and churn.

▪ Inability to personalize digital experiences for individual customers due to a lack of integrated data and analytics tools.

▪ Difficulty in monitoring endpoints and ensuring a secure and stable environment for business operations.

▪ The company operates in a highly regulated industry with strict data security requirements, requiring constant monitoring of endpoints to ensure compliance.

▪ The client's printing and communications services require high availability, making it critical to identify and resolve end-point issues proactively before they cause significant business impact.

▪ The dispersed nature of the client's global operations made it challenging to maintain consistent infrastructure monitoring and management practices.

▪ It had 1500 existing VDI in 5 locations, where optimization and scalability were a challenge along with inconsistent performance in audio and video in the endpoint devices. Standardization was a challenge for them.

Real-World Use Cases: ZIF™ Dx in Action

a)

Solution Highlights

Implementation of Digital Experience platform ZIF™Dx for customized and seamless digital experience.

ZIF detects compliance deviations by detecting unauthorized software, missing software, USB enabled devices.

It also detects brewing issues like high resource utilization, high temperature, battery issues, process issues, etc., which helps in preventing incidents.

Real-time UX monitoring through User Experience Index (UEI).

Enhances User Experience by reducing MTTR (Mean time to resolve) for incidents that occur on end-point devices.

ZIF discovers vulnerabilities by detecting new and unauthorized communication to new nodes from an endpoint, huge file transfer (using TJM).

ZIF does troubleshooting and resolves issues without requiring/waiting for users' involvement, using the interactive remote console.

AI-led analytics, predictions, auto-triaging, self-remediation.

Predicts the Incidents in advance on endpoint devices.

Implementation of ZIF™ Dx has been a boon for VDI and it helped streamline their endpoint device management. It helped achieve standardization and provided better performance experience.

Outcomes

Reduction of incidents by 45%

50% increase in the User Experience Index

50% reduction of the resolution time for the Operations team. Due to the reduced manual tasks, the IT staffs could focus on higher value tasks.

Improved Profitability due to the Increased Customer Satisfaction

Reduced downtime by 30% and improved productivity through proactive detection and resolution of endpoint issues.

Improved endpoint security and compliance with industry regulations.

Reduced Operational Costs

ZIF™ Dx proved to be a game-changer for the company, increasing productivity by an impressive 98% through its monitoring of VDI components

After implementation of ZIF™ Dx, the client reported savings of approximately $1.2 million annually in reduced downtime and productivity losses. The IT incident response time observed a reduction by 50%, resulting in cost savings of $1.6 million per year. There was a reduction in the number of network outages by 50% as well, which resulted in cost savings.

b)

In today's world, a seamless digital experience is no longer a nice-to-have but a necessity for businesses to thrive. The ZIF™ Dx platform offers a powerful solution for businesses to tackle critical digital experience, endpoint monitoring, and infrastructure monitoring challenges. As demonstrated by the real-world use cases of a global communications company, the ZIF™ Dx platform not only enhances customer experience but also improves operational efficiency and enables businesses to stay ahead of the competition. Don't miss out on the opportunity to transform your business with ZIF™ Dx!

AI-powered Cybersecurity with ZIF™

Handling the downtime of the IT infrastructure is a major challenge for most businesses across the world. Even a few hours of down time may impact the revenue and reputation. Additionally, considerable time and money are involved in restoring the impacted systems. It may also result in customer satisfaction being impacted and may lead to customers migrating to competitors.

Few key components in the IT infrastructure are Servers, Operating systems, Storage, Databases, Devices (Routers, Servers, IPS, Endpoint) and Applications. To effectively manage these infrastructure components, following are the few actions required so that the downtime could be avoided

4.Predicting Remediating 5.

Discovery 1. Monitoring 2. Analyzing 3. Ticketing 6.

Doing the above activities manually in enterprise is a real challenge, the efforts and manual hours required to do these activities is huge. On top of the efforts, the quality and accuracy are not assured to handle such complex business demand. This is where an AI/ML powered comprehensive solution is required which meets all the above business demands and makes the infrastructure governance a seamless experience on-premise, cloud, and in hybrid infrastructure.

Yes, the platform is ZIF

ZIF enables PROACTIVE detection and REMEDIATION of potential events helping ITOps drive towards a Zero Incident Enterprise™.

ZIF™ AI for Cybersecurity & HealthCare

Following are the cybersecurity use cases for ZIF

Crypto Jacking

Decipher

Healthcare Medical Device Security

IDAM, PAM

Low-Code

No-Code

ZIF™ for Cybersecurity and Medical Devices

ZIF AI

Security Operations Centre (SOC)

i)

IDAM

Since ZIF is deployed in the IT infrastructure, it could also proactively monitor the Identities in the IT networks, so that only the active Identities in the network are accessing the infrastructure components (applications, servers, databases, endpoints). In case if there is any threat or violation in accessing the resources by Identities which are not entitled, ZIF will have to be given enough intelligence to alert the security team through notifications. This will help the security team in proactively managing the network security.

Crypto Jacking

Hackers utilize the third-party IT resources to mine cryptocurrency once the resources are hijacked. As ZIF is connected to the inventory of devices, Crypto Jacking is the other Cybersecurity threat which could be defended.

iii)

Decipher

Data is key to a business. As data is used across multiple environments from production to Sandbox, ZIF could also be utilized in encrypting, decrypting the data from multiple environments and in masking the data in multiple formats and types of data.

iv)

Medical Devices Security

As Medical devices are playing a vital role in healthcare, their utilization for valid requirements should be highly monitored, audited, and governed. As ZIF is powered by AI, RBAC and SoD of medical devices is possible through ZIF. Implementation and Monitoring of RBAC and SoD through ZIF adds value in terms of Governance and Compliance and in securing the patients.

ZIF is an AI / ML Powered product which help in running business without downtimes, which is on-premise and SaaS, a definite value-add which could save time and money.

ii)

ABOUT THE AUTHORS

Maryada Kashyap

Maryada is part of the ZIF product marketing team as a lead consultant at GS Lab | GAVS. She has a passion for developing and executing strategic marketing plans that drive growth and engage target audiences, with a focus on digital technologies and delivering user-centric solutions. She always looks for innovative ways to drive business success through effective product marketing. She believes that acquiring knowledge about emerging technological trends is instrumental in fostering a holistic view, thus facilitating preparedness for future changes.

Nithesh Kumar

Nithesh Kumar works as a Lead Consultant at GS Lab | GAVS and is a part of the ZIF Product Marketing team. He has a keen eye for detail and a deep understanding of emerging technologies, which enables him to design and execute successful marketing campaigns that deliver results. He is a lifelong learner who is always seeking out new opportunities to expand his skill set and stay up-to-date with the latest industry trends and best practices.

Ravi Mohan

Ravi has 20+ years of experience in multidisciplinary industries and IT SaaS Product management. He has extensive knowledge of IT Product development life cycles and deployments in global scale both in hardware and Agile software development lifecycle. Ravi has hands-on experience in IoT R&D by adopting cutting-edge technologies and data analytics. He is passionate about design thinking and is a quick enabler of ideation and business strategies, and delivery.

Sundaramoorthy S

Sundar has more than 13 years of experience in IT, IT security, IDAM, PAM and MDM project and products. He is interested in developing innovative mobile applications which saves time and money. He is also a travel enthusiast.