The Touchless Operations program is transforming how our internal IT Operations teams provide application support to our people by improving operations productivity, quality, performance, and user experience.
The program is providing the required structure, governance, and discipline around automation to achieve the business goals of more operational and business efficiency. Touchless Operations development cells collaborate with IT Operations teams to identify improvements that will make the most impact efficiently and effectively.
Results achieved to date from the automation solutions highlighted include:
10%+ resource capacity
Touchless operations-centric automation has created additional resource capacity of more than 10% annually with greater workforce agility at scale, bringing opportunities to create capacity catering to new and changing business needs.
The Touchless Automation Orchestrator platform has eliminated a significant amount of work hours through proactive self-healing and auto-resolution. Currently, about 20% of the infrastructures alerts and anomalies are self-healed through the TAO platform. Mean Time to Resolution (MTTR) has decreased from two days to zero. With on-demand infrastructure capabilities and futuristic intelligent preventive assets, the plan is to proactively self-heal more than 50% of issues spanning 900+ applications in the next two years.
Zero touch with machine-enabled solutions
With a large IT landscape, considerable time is spent on resolving incidents, service requests, monitoring applications, data correction, vulnerability remediations, and more. Machine-enabled solutions address 15% of all such requests, recommending solutions, auto-resolving, auto-serving requests, proactively fixing and preventing outages. In the next phase, the aim is to expand coverage to 30%, and all this with no human intervention.
Automation is one of our critical enablers to achieve our Development, Security, and Operations (DevSecOps) vision, reducing lead time to market, increasing market-centric rollout, improving quality, and being more secure from the start. Automation for a continuous integration, delivery, and deployment pipeline has been adopted for 55% of our application landscape and planned to cover the remaining near term.
Proactive vulnerability prevention
The Intelligent Application Security Platform is now integrated into Accenture’s DevSecOps process. Ninety percent of vulnerabilities are proactively prevented using the platform and a subset auto-resolved using intelligent bots. The rollout of this industry-leading automation has enabled cost savings as well as reducing future security risks and technical debt.
The award-winning program is a journey, one that is in progress. Looking ahead, the program is: