Why AIOps and umbrella monitoring for the bank, or on what are customer relations built

In the publications on Habré, I already wrote about my experience in building partnerships with my team ( it talks about how to draw up a partnership agreement when starting a new business so that the business does not fall apart). And now I would like to talk about how to build partnerships with customers, since without them there would be nothing to fall apart. I hope this article will be useful to startups starting to sell their product to large businesses.

Now I’m just heading such a MONQ Digital lab startup, where my team and I are developing a product for automating the processes of supporting and operating corporate IT. Entering the market is not an easy task and we started with a little homework, went through market experts, our partners and conducted market segmentation. The main question was to understand “whose pains can we best cure?”

Banks entered the TOP3 segments. And of course, the first on the list were Tinkoff and Sberbank. When we went to the experts of the banking market, they said: introduce your product there, and the path to the banking market will be open. We tried to enter both there and there, but a failure was waiting for us at Sberbank, and the guys from Tinkoff turned out to be an order of magnitude more open to productive communication with Russian startups (maybe because Sberbank bought almost a billion of our Western competitors). A month later, we started a pilot project. As it was, read on.

We have been dealing with operational and monitoring issues for many years, now we are implementing our product in the public sector, in insurance, in banks, in telecom companies, the airline had one implementation (before the project, we did not think that aviation was such an IT-dependent industry, and Now we really hope, despite COVID, that the company will come up and take off).

The product we make belongs to corporate software, the AIOps (Artificial Intelligence for IT Operations, or ITOps) segment. The main goals of introducing such systems as the level of process maturity in the company increases:

1. Put out fires: identify failures, clear the stream of alerts from garbage, put tasks and incidents on those responsible;
2. Improve the efficiency of the IT service: reduce the time to resolve incidents, indicate the causes of failures, increase the transparency of the state of IT;
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1. Partnerships with the client are the key to efficiency, when effective communication is built on the basis of honesty and openness, and the client becomes part of a team that achieves significant results in a short time.
2. Under no circumstances should you “customize” and build “crutches” - only system solutions. It is better to spend a little more time, but to make a system solution that will be used by other clients. By the way, it turned out that the plug-in system and the rejection of dependence on Azure gave other customers additional value (hi, 152FZ).