One important aspect of digital transformation is embracing modern technologies and processes that can improve the customer experience. Microsoft found a perfect opportunity to do this—we used Azure Machine Learning and AI to automate the triage component of our SAP incident management process. Our solution reduced the mean time to resolve SAP user issues, increased incident routing accuracy to 99 percent, and freed staff to focus on more strategic aspects of their roles.
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Today, enterprises generate data at an exponential rate. Using this business intelligence—to learn from it and make insightful decisions with it—is part of what it means to embrace a data culture. At Microsoft, we’re helping employees embrace data by rolling out Power BI, introducing BI tools, communicating the benefits it can provide, and offering training and resources to help promote adoption.
To help Microsoft employees easily access campus services and amenities, Microsoft IT developed a mobile app for iOS, Android, and Windows 10 mobile devices. We built the Azure platform as a service (PaaS) solution using Microsoft Visual Studio Team Services and Xamarin, which enabled code sharing across the three platforms. For efficient distribution to employees, we used HockeyApp to easily deploy updates and track telemetry and crash reports.
Microsoft Core Services Engineering manages the backup and recovery of nearly 9 PB of on-premises data. Having migrated most of our IT infrastructure to Azure, we knew we needed to adapt our backup and recovery processes for our growing Azure virtual machine infrastructure. With Azure Recovery Services vault, we provide data protection for Azure resources. It’s a flexible, adaptable solution for our employees to access—and it gives them control over their own backup and disaster recovery needs.
At Microsoft, we’re redefining how and where we work, and how we stay secure. We manage staggering amounts of data and embrace self-service tools. We’re more mobile and productive than ever. Our global Finance team is at the forefront, driving insights with Power BI analytics, adopting Skype for Business unified communications, using Office 365 Enterprise E5 advanced security and threat protections, and managing data discovery and compliance—for an intelligent, collaborative, and more secure work experience.