TIVIT Selects BigPanda to Bolster Its Customer Experience
Brazil-based Tech Multinational Leverages BigPanda to Break Down Ops Silos, Improve Delivery of Services
November 04, 2020
Share this

BigPanda announced that TIVIT, a Brazilian Tech multinational, has selected BigPanda’s platform to obtain a unified view of its IT environment and improve the high-quality experience and services it offers customers across digital business, cloud solutions and digital payments.

TIVIT services eight out of South America’s 10 biggest companies and many of the 500 largest companies in Brazil. Its IT environment included more than 15 different tools generating more than 41,000 tickets monthly. By leveraging the BigPanda platform, TIVIT built a single, holistic view of its various tools and tickets to reduce IT noise. As a result, its operations team was able to focus more on providing exceptional services to its customers.

“The COVID-19 pandemic forced 90% of our teams into work-from-home arrangements, which, along with our diverse IT tooling, created a challenging IT environment,” said George Bem, CTO and Director of Innovation, TIVIT. “BigPanda enables this ‘new normal’ work paradigm while empowering TIVIT to take a proactive approach to incidents. As a result, we’ve improved our collaboration and communication to be a much more effective IT organization.”

The BigPanda platform ingests monitoring alerts, changes and topology data, and uses BigPanda’s Open Box Machine Learning technology to correlate these datasets together. This helps users prevent outages by detecting incidents in real-time as they start to happen, and it helps surface their probable root cause so users can investigate and resolve incidents quickly. These capabilities enabled TIVIT to reduce its ticket volume by 60% and improve its mean time to resolution (MTTR) of tickets by 40%.

“TIVIT is a model organization for providing modern, innovative solutions to its customers, and we’re delighted the company chose BigPanda,” said Assaf Resnick, CEO and co-founder, BigPanda. “TIVIT selected the BigPanda platform for its ability to break down silos and help teams focus on providing an exceptional customer experience, as opposed to the endless stream of alerts generated by a complex IT environment. We look forward to our continued relationship with TIVIT as it realizes increased efficiencies and delivers its exceptional services.”

BigPanda helps businesses prevent and resolve IT outages with their platform for Event Correlation and Automation, powered by AIOps. Without BigPanda, IT Ops and DevOps teams struggle with manual and reactive incident response capabilities that are badly suited for the scale, complexity and velocity of modern IT environments. This results in painful outages, unhappy customers, growing IT headcount and the inability to focus on innovation.

Share this

The Latest

November 24, 2020

Shoppers are heading into Black Friday with high expectations for digital experiences and are only willing to experience a service interruption of five minutes or less to get the best deal, according to the 2020 Black Friday and Cyber Monday eCommerce Trends Study, from xMatters ...

November 23, 2020

Digital Experience Monitoring (DEM) has become significant to businesses more than ever. Global events like Covid continue to disrupt best practices within IT to support business. The pandemic has already forced millions of employees to WFH and adopt a hybrid workspace. Network connectivity and cloud application issues in these environments will continue to impact productivity and slow progress. Even so, transparent migration and deployment of on-premise workloads across multi-cloud providers, by their very nature are complex ...

November 20, 2020

APMdigest posed the following question to the IT Operations community: How should ITOps adapt to the new normal? In response, industry experts offered their best recommendations for how ITOps can adapt to this new remote work environment. Part 5, the final installment in the series, covers open source and emerging technologies ...

November 19, 2020

APMdigest posed the following question to the IT Operations community: How should ITOps adapt to the new normal? In response, industry experts offered their best recommendations for how ITOps can adapt to this new remote work environment. Part 4 covers monitoring and visibility ...

November 18, 2020

APMdigest posed the following question to the IT Operations community: How should ITOps adapt to the new normal? In response, industry experts offered their best recommendations for how ITOps can adapt to this new remote work environment. Part 3 covers automation ...

November 17, 2020

APMdigest posed the following question to the IT Operations community: How should ITOps adapt to the new normal? In response, industry experts offered their best recommendations for how ITOps can adapt to this new remote work environment. Part 2 covers communication and collaboration ...

November 16, 2020

The "New Normal" in IT — the fact that most IT Operations personnel work from home (WFH) today — is here to stay. What started out as a reaction to the COVID-19 pandemic is now a way of life. Many experts agree that IT teams will not be going back to the office any time soon, even if the public health concerns are abated. How should ITOPs adapt to the new normal? That is the question APMdigest posed to the IT industry. ITOps experts — from analysts and consultants to the top vendors — offer their best recommendations for how ITOps can react to this new environment ...

November 12, 2020

The pandemic effectively "shocked" enterprises into pushing the gas on tech initiatives that, on the one hand, support a more flexible, decentralized workforce, but that were by-and-large already on the roadmap, regardless of whether businesses had been planning to support widespread work-from-home or not ...

November 10, 2020

Maintaining call quality with Microsoft Teams is a process, not a onetime event. Network engineers and Microsoft Teams application owners need to be vigilant in preserving optimal call quality to ensure audio, video, and screen-sharing always remain satisfactory for end-users. In this blog, we cover how the Microsoft Teams Call Quality Dashboard (CQD) combined with the audio/video synthetic transaction monitoring improves this maintenance process ...

November 09, 2020

For IT teams, catching errors in applications before they become detrimental to a project is critical. Wouldn't it be nice if there was someone standing over your shoulder, letting you know exactly when, where, and what the issue is so you can correct it immediately? Luckily, there are both application performance management (APM) and application stability management (ASM) solutions available that can do this for you, flagging errors in both the deployment and development stages of applications, before they can create larger issues down the line ...