Vitria
Vitria

Using Operational Intelligence For Your Business: Common OI Use Cases

Operational Intelligence applies the benefits of real-time analytics, alerts, and actions to a broad spectrum of use cases across and beyond the enterprise. Here are some application areas where OI can be applied to solve problems:

Continuous Monitoring:
With OI applied to continuous monitoring, organizations can improve governance, lower compliance costs, and optimize operational performance. The most effective organizations use continuous monitoring across a breadth of use cases, including governance, compliance, and situational awareness.

Customer Care:
Most companies struggle to see a complete end-to-end view of critical customer service processes, and typically they often span multiple systems, such as customer service (CRM), service provisioning, and billing. With OI, customer care agents can see an end-to-end view of customer touch points across interdependent networks and distributed data sources. This includes overall visibility through exception and incident management. This means they are able to take corrective action before the customer experience is compromised, keeping both customer service costs and customer churn low.

Demand Response Management:
Energy consumption is rising. As a result, demand response management is a key part of the U.S. government’s overall energy policy. Successful energy producers and utilities continue to deploy demand response programs to help ease peak time pressure on the electric utility infrastructure. Operational Intelligence makes demand response programs more flexible, responsive, and manageable through real-time information sharing between ISO, generator, and consumer. As smart meter and smart grid technologies are deployed, demand response programs can be optimized with OI to receive real-time dynamic updates in supply/demand characteristics and pricing inputs.

Information Security:
Operational Intelligence can provide an organization complete situational awareness across all information assets, networks, and systems. Organizations attempt to implement SIEM to gain situational and operational awareness through a series of processes that include auditing log files, monitoring the impact of system changes, reviewing incidents and responses to security breaches, and managing user access privileges. Operational Intelligence can protect and present the state of critical information assets, in real-time. With OI, log files can be aggregated and correlated to detect patterns of activity and presented using “live,” role-based dashboards.

Service Assurance / Customer Experience Management:
Traditional network-centric service assurance solutions lack insight into customer behavior and the impact of network performance on their customers. As a result, call centers are overloaded as service providers attempt to resolve customer issues and meet SLA requirements using historical data and reactive processes.

Operational Intelligence gives communications service providers and smart grid energy utilities visibility into real-time customer data and real-time network data. OI for service assurance enables the predictive and proactive identification, prioritization, and resolution of service quality alerts and issues, often before they impact the customer. With OI, business analysts can quickly gain insight into a situation and modify traditional processes to assure that SLAs will be met.