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
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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.

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