PUBLISHED DATE: 2026-07-22 07:15:06
IT Operations Complexity Challenges and Solutions | Publicis Sapient
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Run Complex Technology With Confidence
Publicis Sapient combines enterprise experts with AI platforms that anticipate issues, resolve them automatically and keep operations resilient as complexity grows.
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- The challenge
- The challenge
- Industry context
- Platform
- Customer stories
- Insights
- FAQs
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What makes resilient IT operations hard
We've spent decades running these environments. These are the problems that come up in nearly every enterprise.
Too complex to run reactively
<p>Sprawling ecosystems of applications, cloud and partner technology outpace reactive support, so teams fix problems that have already impacted the business.</p>
Downtime costs more than money
<p>Technology performance is business performance, and every outage reaches customers, revenue and trust.</p>
Operational debt keeps growing
<p>Every postponed change accumulates, leaving each new release on a foundation harder to keep stable than the last.</p>
Do more, with less, every year
<p>Budgets shrink while complexity and expectations rise, and cutting cost the traditional way trades away resilience.</p>
Every industry requires a different approach to operations
Industry context isn’t a layer we add later. It’s what our platforms are built on from day one.
- Consumer Products Consumer Products Consumer Products Keep supply chain, commercial and plant systems running as one.
- Energy & Commodities Energy & Commodities Energy & Commodities Protect grid, plant and field systems where downtime carries safety risk.
- Health Health Health Keep clinical, claims and patient systems running without interruption.
- Financial Services Financial Services Financial Services Keep trading, payments and core banking systems continuously available.
- Public Sector Public Sector Public Sector Keep benefits, licensing and case systems resilient under peak demand.
- Retail Retail Retail Keep commerce, store and fulfillment systems running through peak demand.
- Travel & Hospitality Travel & Hospitality Travel & Hospitality Keep booking, property and operations systems running around the clock.
- Transportation & Mobility Transportation & Mobility Transportation & Mobility Keep vehicle, dealer and connected services performing continuously.
- Telecom, Media & Tech Telecom, Media & Tech Telecom, Media & Tech Keep network, subscriber and content platforms always on.
The platform behind resilient IT operations
Prevent issues before they happen
Our teams bring an operating model for the full incident lifecycle. Sapient Sustain spots problems early, resolves the routine and stops repeats.
- 10 x <p>reduction in major incidents</p>
- 45 % <p>reduction in operational costs</p>
- 8 x <p>improvement in mean time to resolution</p>
Prevent issues before they happen
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Results from real IT transformations
Transportation & Mobility
Nissan Cuts IT Costs by 40% With AI Monitoring
- 40 % <p>reduction in operational costs</p>
- 62 % <p>same-day issue resolution</p>
Nissan Cuts IT Costs 40% With AI Monitoring
The Problem
Nissan's digital platforms supported sales, dealer engagement and customer experience, but reactive IT operations made performance harder to control.
Our Solution
Sapient Sustain added AI-powered monitoring, self-healing automation and real-time visibility to prevent issues earlier, without disrupting Nissan's existing technology stack.
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Retail
Jewelry Brand Improves Experience During Peak Demand
- 82 % <p>reduction in major incidents</p>
- 80 % <p>reduction in aging tickets</p>
Jewelry Brand Improves CX During Peak Demand
The Problem
The brand's digital sites faced more bugs, friction and instability during peak retail periods, with no clear view across systems.
Our Solution
Sustain added real-time monitoring, automated issue handling and clearer system visibility to detect problems earlier and keep digital experiences stable through peak demand.
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Latest insights
Explore practical guidance on reducing operational debt, preventing incidents and running complex technology for less.
- Article How AI Agents Use Shared Context in IT Operations July 31, 2026
- Article Why Context Matters in AI-Driven IT Operations June 10, 2026
- Article Why Self-Healing IT Workflows Are the Future of Operations April 01, 2026
Resilient IT operations FAQs
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What are resilient IT operations?
Resilient operations anticipate problems rather than react to them. Systems predict where failures are likely, resolve known issues automatically and recover quickly when something does break—so reliability improves as the environment grows more complex.
How is this different from traditional managed services?
Traditional managed services scale by adding people: more tickets, more headcount. This model scales by adding intelligence—agents that detect, triage and resolve recurring work—so cost and reliability stop moving in opposite directions.
How do you reduce cost without reducing reliability?
By removing repeat work rather than removing people from the queue. Automating known and recurring incidents, preventing repeat failures and shifting work earlier frees teams for the problems that genuinely need judgment.
What is an AI-native operating model?
An operating model built around AI handling routine work end to end—detection, triage, resolution and verification—with people focused on exceptions, risk decisions and improvement. It's a different structure, not a tool added to the existing one.
Does Sustain replace our existing IT and cloud tools?
No. Sustain sits on top of the tools you already run, connecting systems, tickets and changes into one operational view rather than requiring you to replace what works.
How does industry context affect operations?
Every sector has different definitions of critical, different regulatory expectations and different consequences for failure. Industry context determines what must never go down, how fast recovery has to be and which actions can safely be automated.