IT support teams faced intense pressure to restore systems and applications quickly when incidents occurred, often with limited information and tight deadlines. Root-cause analysis required engineers to manually piece together data across past and current cases. Escalations frequently spread across eight or nine different teams, pushing resolution into the next day or beyond. The organization needed a faster, more data-driven way to diagnose and resolve incidents. An AI-powered incident resolution capability was implemented to turn predictive data into real-time, actionable insights for engineers. The solution integrated with ServiceNow to aggregate relevant data from historical and active IT support cases. Engineers used the tool to analyze incidents, identify likely root causes, and surface similar past issues and resolution suggestions. A pilot program was run before a broader rollout to validate impact. The pilot demonstrated a 70% reduction in incident mean time to recovery (MTTR), with a 90% reduction expected after full rollout. In one incident during the pilot, 28 back-to-back job failures were diagnosed and resolved, with all jobs restarted and running smoothly again in under 20 minutes without pulling in multiple teams. After the June 2025 rollout to over 2,600 users, the program reported broader operational improvements. It delivered a 54% reduction in incident MTTR, a 22% reduction in major incidents, and prevented 50 major incidents in the last six months.

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The AA, the UK’s largest motoring organization, used the ForgeRock Identity Platform to manage detailed customer identity information. The platform approached end-of-life and had scalability issues that limited growth. The AA needed improved scalability and reliability while reducing infrastructure overheads. A discovery phase defined the high-level architecture, agreed deployment processes, and benchmarked existing performance. Because the upgrade path to the latest ForgeRock version was significant, the platform was rebuilt from the ground up in small increments. The team integrated a new AWS-based platform and executed a phased data migration for over 14 million customer accounts. A robust deployment pipeline was delivered to support lower-risk releases with zero downtime. The cloud transition was seamless and invisible to customers, with no data-related issues during migration. The AA ended with a fully up-to-date, cloud-hosted, flexible, and scalable identity management platform managed operationally by its in-house team. Feature delivery improved from twice a year to every two weeks. Zero-downtime deployments supported 24/7 service availability, 365 days a year.

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