Case Study on Alert Intelligence Implementation at IHG

This case study details the implementation of Alert Intelligence at InterContinental Hotels Group (IHG) to enhance service availability across its extensive network of over 6,000 hotels. The document outlines the challenges faced by IHG, including operational complexities due to rapid growth and reliance on siloed monitoring solutions, which led to low availability and increased mean time to detect (MTTD) and mean time to resolve (MTTR) incidents. The Unified Command Center (UCC) was established to centralize monitoring and alerting for key applications. By adopting BigPanda, IHG consolidated event data from various monitoring tools, significantly reducing event noise and improving the identification of actionable alerts. This strategic move enabled IHG to achieve a record service availability of 99.8% in 2022. The case study emphasizes the benefits of centralizing operations and leveraging AIOps to optimize incident management and improve collaboration across internal teams.