Challenges

  • Outdated service ticketing solution.
  • Frequent system hangs due to huge load.
  • Existing configuration management database (CMDB) maintained by too many APIs which makes it more complex to identify query fields.

Solution

Once ticket is assigned to the cloud team, an automated python API solution takes over and:

  • Reduces the need to access ticketing tool by 75%, as work is directly assigned using Azure Dev-Ops through automation.
  • Adds modules to handle repetitive tasks like resource creation, deletion, and scaling using automated scripts.
  • Optimized solution using Azure PaaS offerings such as Azure functions, Azure service bus, Azure DevOps etc.

Benefits

A complete solution to track, sync, and communicate during the whole ticketing cycle which:

  • Reduced operation cost – by leveraging Azure PaaS wherever feasible.
  • Increased agility for infrastructure provisioning and related activities.
  • Increased team productivity by more than 30%.