IHG Hotels & Resorts Incident Management Case Study

This case study details how IHG Hotels & Resorts achieved 99.8% availability of its internal systems through the implementation of BigPanda's AIOps solutions. The document outlines the challenges faced by IHG, including operational complexities due to rapid growth and reliance on siloed monitoring systems, which led to low availability and poor mean time to resolve (MTTR). The establishment of the Unified Command Center (UCC) aimed to centralize monitoring and alerting for key applications and services. The influx of event data from various tools created difficulties in identifying actionable alerts, resulting in extended outages. By consolidating these events into a single platform, BigPanda enabled IHG to filter out noise and focus on critical alerts, significantly improving their operational efficiency. The case study highlights the benefits of increased availability, reduced IT complexity, and enhanced collaboration within IHG's teams, ultimately leading to better service management and customer satisfaction.