Modern IT environments generate an enormous amount of information. For the teams responsible for keeping services running and optimised, the focus is increasingly on cutting through the noise to take action on the alerts that truly matter and being proactive for customers.
At ANS, we’ve been changing how we approach that challenge.
We’re proud to have been named LogicMonitor’s 2026 EMEA Autonomous IT Trailblazer Award winner, recognising our work using AI-powered observability to transform how we deliver and continuously improve managed services.
The results so far are significant: we’ve reduced alerting noise by 83%, observability case volumes by 37% and average incident resolution times by 22%, while consistently maintaining SLA performance above 97%.
But the award matters to us for another reason. It represents the direction we believe modern managed services need to take: using better data, AI and automation to help skilled people focus their attention where customers need it most.
What is the Autonomous IT Trailblazer Award?
The award recognises ANS’s work using AI to augment observability across a complex managed services environment, using LogicMonitor’s AI and AIOps capabilities, such as EdwinAI, to reduce operational noise, improve the quality of the signals our teams receive and embed observability insight more deeply into service delivery.
For us, that shift has an important practical purpose.
Our engineers need to understand what is happening across customer environments, identify genuine risks quickly and determine where action is required.
The clearer that picture becomes, the more time they can dedicate to preventative action, optimisation and improving services.
Cutting through the noise
That improvement has also contributed to a 45% reduction in ITSM ticket volumes, with peak month-to-month reductions reaching 55%.
The insights generated through EdwinAI also allow us to consolidate the efforts of our teams and reduce effort spent on duplicated tasks.
Reducing that operational noise gives our engineers clearer, higher-quality signals. They can spend less time filtering alerts and more time focusing on genuine customer risk, preventative action, optimisation and service improvement.
And this is happening at scale. LogicMonitor supports dozens of core services across multiple Solution Areas at ANS and provides visibility across over one hundred thousand Azure resources for example, contributing to a more consistent and repeatable managed-service model.
Connecting insight with action
Better visibility only creates value when it leads to better action.
One of the major developments behind the award is our work to integrate Edwin AI with our broader Microsoft ITSM platform and agentic capabilities.
This brings LogicMonitor-powered observability intelligence further into our operational workflows, supporting automated ticket generation, closed-loop incident management, AI-driven triage and event correlation.
ANS has also extended observability beyond infrastructure monitoring into business-service views, grouping technical resources into views of the health, performance and resilience of the services customers care about.
These insights can then support service reviews and conversations around platform health, optimisation, cost control, governance and future growth.
What does this mean for ANS customers?
This is where the transformation becomes most important:
Greater focus on the issues that matter
Reducing unnecessary alerts helps our engineering teams concentrate attention on genuine customer risks and opportunities for improvement, rather than spending valuable time working through operational noise.
More proactive services
Higher-quality signals, AI-led anomaly detection and automation create an opportunity for earlier intervention. LogicMonitor is helping ANS identify and prioritise issues more effectively and direct engineering effort towards areas with the greatest customer impact.
Better understanding of service health
Business-service views help connect technical telemetry with the services customers rely upon, creating better insight into service health and resilience and strengthening the information available during service reviews.
More time for continuous improvement
Observability insight is increasingly informing areas beyond incident management, including customer success planning, governance, optimisation and continuous service improvement.
The ANS perspective: towards autonomous operations
We believe the biggest opportunity for AI in managed services comes from combining human expertise with better intelligence and automation.
Observability provides the signals. AI helps teams interpret and prioritise them. Automation can handle more repeatable operational activity.
Our people can then focus their expertise on the decisions, improvements and customer challenges where they add the greatest value.
For ANS, this is what moving from AI Readiness into AI Realisation looks like in practice: applying AI to an existing business process, augmenting the work of our teams and keeping human expertise at the centre. Our use of LogicMonitor and Edwin AI shows how AI can support more productive ways of working and create more capacity for high-value customer work.
We’re putting that approach to work in our managed service offerings, using better intelligence and automation to strengthen the service we deliver to customers. The progress recognised by LogicMonitor is an example of AI improving how a business operates, rather than an ambition reserved for the future.
What comes next?
We’re building on this progress within our services. Observability is part of a wider embedded capability: we’re using LogicMonitor and Edwin AI to give our teams clearer insight into customer environments, reduce duplicated effort and deliver a more proactive managed service.
Our plans include bringing richer log data into our cloud operations, developing Service Insights to provide clearer views of service health and resilience, and continuing the integration between Edwin AI and Microsoft based ITSM platform. We also plan to expand AI-assisted anomaly detection and event correlation, helping our teams investigate issues with better context and move towards more predictive service intelligence.
These developments support the purpose of Co-Managed services: combining our expertise, tooling and operational support with customers’ own teams, while they retain control of their technology strategy. Better observability helps inform the ongoing optimisation, governance and service reviews that keep technology environments aligned with business needs.
The Autonomous IT Trailblazer Award recognises our progress, but the priority remains what that progress means for customers. By using AI to augment our services and make our teams more productive, we can dedicate more attention to preventative action, platform improvement and high-value customer work.
Ready to get more from your managed services?
Our experience shows how AI can be put to work within a business: supporting skilled people, improving everyday processes and freeing capacity for work that creates greater customer value. ANS Co-Managed services brings that human-led, AI-enabled approach to technology operations, combining specialist expertise, proactive management and ongoing optimisation to help you get more from your environment.
Explore ANS Co-Managed Cloud to see how we can work alongside your team to improve cloud performance, strengthen governance and create more space for innovation.