In the ever-evolving global business landscape, companies are continually seeking new frontiers to expand their operations. Recently, I returned from one of the most thrilling and innovative regions of the world: Australia and New Zealand (ANZ), where we anticipate a 30%+ growth in our sales, service, and support offerings in the coming year.
For ScienceLogic, establishing offices “Down Under” 11 years ago wasn’t just about crossing borders; it was a strategic move with profound implications for our business, our customers, and our commitment to global delivery of IT Operations solution excellence.
Follow the Sun: Redefining Work Across Time Zones
One might question the rationale behind expanding operations to a region 24 hours ahead where ANZ’s day is night in the United States. The answer lies in our pledge to our large technology partners and global enterprise customers to be a “Follow the Sun Organization.”
Tapping into the diverse tech talent pool in the Australian and New Zealand markets ensures that we have the best professionals available to support our customers and partners wherever they are located 24/7, focusing on round-the-clock customer care. With a “Follow the Sun” rotation of personnel, we avoid the challenges of a skills shortage within graveyard shifts and guarantee that our customers – including the Global 1000, government agencies, and service providers – receive top-notch service and a cohesive experience regardless of where they reside or when they’re reaching out to us. This decision has proven effective with our highest rating for customer care survey statistics in our company history for the year (2023) and recently appointed to the Technology Service Industry Association (TSIA) Customer Success Advisory Board. Our presence in ANZ allows us to promptly assist customers and partners throughout the Asia Pacific region while being mindful of diverse cultures.
Automating IT for Innovation and Customer Impact
The decision to establish and increase our presence in ANZ was also about supporting technology partners in the region such as, Cisco, Dell, ServiceNow, Crowdstrike, and many others.
Australia and New Zealand are particularly forward-looking and, thus, ideal markets for breakthrough technology innovations. ScienceLogic is proud to be an integral part of the innovation story in the region.
ScienceLogic’s SL1 platform enables numerous ANZ enterprises, global system integrators, and service providers. On this trip alone, I visited with many of our loyal customers – some of whom have been with us for over ten years – all leverage our platform to manage critical IT infrastructures and application services. One notable example is the management of transportation and healthcare systems, and water management systems across the region.
Others are leveraging ScienceLogic to get closer to autonomic operations – moving away from working on manual, error-prone tasks towards intelligent automated workflows that deliver superior value and great customer experiences. One of our projects involves working with Datacom to implement automation across hundreds of customer accounts to improve service quality for state-run enterprises and government agencies across ANZ.
Real-Time Visibility & Proactive Solutions for Tough IT Challenges
The innovative use cases I witnessed in the region demonstrate a sophisticated approach to using our automation platform. Our customers employ real-time correlation engines to monitor critical applications’ health, availability, and risk in their hybrid IT landscape. A variety of data sets are being pulled in on root cause analysis, performance and capacity analysis, and external data sources that help triage current service health. This proactive approach identifies potential service issues before they escalate into outages. We describe this comprehensive approach and complex correlation as business service visibility. Using this to rapidly correlate the one issue across millions of potential performance, fault, and configuration issues is the holy grail of our industry, where IT wants to be, catching things before there’s a failure, before business services are impacted, and ensuring a seamless user experience.
Service providers actively embrace these features – proactively addressing degraded states and providing users real-time visibility into the resolution process. This enhances service quality for government customers and positions our platform as the system of record, a comprehensive solution for addressing subtle user experience variances. Several of our customers are taking advantage of these capabilities, and I was excited to see how far along the IT Operations maturity model they have come.
Shaping the Future
Our presence in ANZ is mission critical to our customers, partners, and employees. It’s a strategic move to be at the forefront of global innovation and provide unparalleled support to our customers and partners. As we continue to grow our team and capabilities in the region, we are excited about the strategic opportunity to shape the future of technology and autonomic operations business outcomes in this dynamic part of the world.