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AVM in Action: A Retailer Saves $20 Million

The Challenge

A large retailer’s rapidly and substantially changing application landscape led to a significant increase in IT incidents that affected business satisfaction. Its service-level agreements (SLAs) were well above the committed level, but key business milestones were not being met and strategic processes weren’t being implemented. These issues resulted in further business escalations. Infrastructure-related changes, such as patching and certificate upgrading, lacked synergy. Although the company spent significant time and effort monitoring jobs and feeds—especially in critical business processes— manual errors still occurred.

Our Approach

Cognizant deployed application value management (AVM) solutions to address the retailer’s challenges. We tackled multiple application problem areas by:

  • Reducing incidents
  • Applying shift left
  • Rationalizing skillsets
  • Consolidating technologies
  • Decreasing mean time to repair (MTTR)
A Stream of Impressive, Quantifiable Results

With the Cognizant solution in place the retailer’s benefits include:

  • 100+ hours of continuous store-open support
  • ~14,000 hours of effort saved through automation
  • ~6,600 fewer incidents and ~5,800 incidents avoided
  • 50% shorter MTTR

$20+ million

hard-dollar and soft-dollar benefits to the company over four years

99.8%

increase in application availability

41%

reduction in incidents that directly impact business

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