CASE STUDIES

Know how Trianz has enabled smarter businesses with advanced cloud, analytics, digital, infrastructure, security solutions.

Business Apps

DEFINING DIGITAL TRANSFORMATION FOR A GLOBAL INSURANCE LEADER

IT Strategy and Execution Plan to Align Initiatives to Corporate Objectives of Digital Transformation and Spend Optimization from ‘Run’ to ‘Growth’ The IT organization of a global insurance leader needed to align with the corporate-wide transformation. Trianz was engaged to collaborate in defining and articulating the client’s 3-year strategy to enable business growth while servicing technology debt and upgrading the existing team skills. Business Challenge/Objective The client had a decentralized organization, which became expensive and slow to react to change. We identified the core principles needed to drive the articulation of IT’s vision and specific action plans along with detailed financial models and organization changes. Approach Identified outside influences through our research capabilities to define the impact of digital transformation Worked with the IT leaders to position this within the context of their current IT architecture, business needs and organization capabilities Articulated the strategy to business leaders, IT leaders and IT teams Transformational Effects Alignment of IT teams across organization with a clear call to action Clear definition of the IT strategy themes such as “Modernize the Architecture” and “Build for Local Experiences” Alignment with business priorities and identification of synergies between the Business and IT needs​ Detailed next steps and roadmap for each theme Governance model to ensure change Ability to move forward on a number of new initiatives to enable new business capabilities and pay tech debt

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Business Apps

24/7 APPLICATION AVAILABILITY FOR P&C INSURANCE PROVIDER

Application Support in a 24/7 Model Ensuring High Application Availability and Performance A large Property and Casualty insurance provider was looking for a reliable partner to manage its corporate applications - the Enterprise Technology Services (ETS). Trianz was engaged to manage the application in a 24/7 model ensuring high application availability and performance despite complicated user requests, involvement of multiple stakeholders and high volumes of customer interactions with the application. Business Challenge The client had to provide regular and frequent updates due to system stability challenges. Complicated user requests were necessitating regular follow-ups and communication. Also, the upstream and downstream systems and people dependency on multiple stakeholders were creating issues. The system was unavailable due to frequent critical errors. Technology Components 50+ enterprise applications & 15+ technologies Major technology areas – Java, Mainframe , Oracle HR, Informatica, Documentum Captiva, Unix and Linux Approach Completed automation of key processes Identified improvements in different applications through investigations and analysis Completed a high number of permanent fixes Provided faster and reliable workarounds for quick customer satisfaction Performed new technology platform migrations Established metrics-driven framework to measure success and failure Built iterative functions to develop competency in regular tasks Transformational Effects Improved the overall total cost of ownership Increased customer satisfaction by increasing system uptimes and service level optimization & quick turnaround on issues Enhanced user experience by improving the resolution times of the issues Elimination of issues through incident resolution Streamlining of process to become more mature and impactful

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Business Apps

CENTRALIZED CRM FOR LIFE INSURANCE PROVIDER

Partner Centric Sales Driven with Centralized CRM The client is a Fortune 100 company that provides life insurance for individuals and families at every income level and stage of life. They are an assets management firm, managing their assets and portfolios in different divisions. Business Challenge The client had multiple sales channels such as Third Party Distribution and Agency Sales & Services to reach potential customers. There was a need for a single platform to manage sales goals and daily targets. The technical architecture to integrate multiple source systems was complex due to custom ETL jobs servicing more than 900 end users across multiple business groups in the enterprise. Technology Components SFDC, Informatica, SOAP/REST interfaces Approach Created a transition plan for high performing individuals to enable development & support Established scalable team structure and documented all the required knowledge assets across all sales processes Onboarded the new team and transitioned the Support and Enhancement activities in a phased manner Established the governance model; evangelized the engagement model with business and established SLA’s and prioritization process Deployed a global team to provide 18x6 support Transformational Effects Predictable delivery and continuous engagement improved the overall platform adoption Reduction of technical and capability debt resulted in onboarding of multiple lines of business Leveraged out of the box feature and reduced customization with technical governance in place

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Business Apps

WEB BASED CASH LOGISTICS

Custom Application Development for a Leading Cash Logistics Service Provider A large provider of armored car transportation, ATM servicing, currency and coin processing in business and security services, needed a web based cash logistics system. Trianz was engaged to develop a centralized web-based cash logistics system to streamline the data management and retrieval process. Business Challenge The client has several branches that are operating individually, leveraging a system called “One System.” It was becoming increasingly complex to manage and retrieve data, and the maintenance costs of the database were also high. The organization was looking for a centralized system to be consistently used everywhere. Technology Components .NET Framework & Oracle Database 10g Approach Trianz developed a web-based cash logistics solution on .Net framework and Oracle database 10g Started with Waterfall model and shifted to agile Delivered first production-ready product in a span of 2 years and trained all system users Managed a dedicated Offshore Development Center for the engagement with specialized development and delivery teams Transformational Effects Automated cash logistics information processing Secured the storage of account details of the client’s customers and enabled automated money processing The client has been using the system since 2004 since then, Trianz has been the client’s Technology Partner, providing industry-best features to its end-customers.

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Business Apps

REFACTORING AWS SCRIPTS TO PYTHON BASED FRAMEWORK

Python Code Refactoring A Fortune 500 storage systems and software company engaged Trianz to refactor its existing AWS scripts to Python based framework for testing functional scenarios enabled by the E Series hardware application. Business Challenge The client’s existing scripts were written in “Action word scripts” and executed in JRE, which was complex and hard to understand. The initial requirement was to convert approximately 500 test case scripts to a single python-based testing framework as per the client’s coding standards, which was reduced to 162 test case scripts. The testing script should leverage the REST API based integration to test and validate the results. The design and development of libraries and fixtures were also a part of the project scope. Technology Components Python, AWS Approach Followed the Agile delivery methodology considering each milestone as a sprint for the entire project duration of 6 months. Executed daily internal scrum calls with 9 developers and Project manager acting as scrum master as well as with the NetApp team and onsite architect at the end of the day. Client SMEs joined weekly scrum calls based on requirement or on rotational-basis. Conducted Check Point reviews a week before the Toll Gate Review which was followed by the release to the client a week later. If all the requirements aren’t met during the review, the Delivery Assurance team can take a call to stop the release to the client until all the delivery issues are closed. Every script and library was reviewed by a dedicated offshore Technical Lead Transformational Effects Converted and delivered 162 Action word scripts to PyNT Designed and developed Pit & feature verification libraries Delivered 46 libraries for different categories of AWS scripts; 5 fixtures were incorporated in PyNT scripts for further refinement and 18 new functions developed to avoid duplication of code in scripts Created 5 additional libraries for the issues encountered by NetApp Developed 15 PyCharm templates to increase the efficiency of the team by reducing the time taken for repeat or default steps in multiple scripts

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Analytics

DEVICE DATA INTEGRATION & ANALYTICS PLATFORM

A Fortune 500 Storage Systems and Software company was looking for a next-gen Data Integration & Analytics platform to process device diagnostic data to enable product and customer support. Business Challenge Storage devices (from ~75% of the install base) around the world sends configuration, performance and log information as Auto Support (ASUP) messages. The client’s legacy DW platform was unable to process this huge amount of data (1TB/wk) in time and support real-time analytics of device logs to identify issues upfront. With growing ASUP volumes, it was posing serious challenges in meeting the mission critical SLAs. Additionally, there were no customer, sales, service and support insights available for cross- and up-selling. Key Technology Components 117 Node CDH cluster with 1.15PB data. Tech stack - MD, Flume, HDFS, Hbase, Hive, Pig, Solr, Java, Config Loader, Pl/Sql, Shell Scripting, Datameer, Tableau, Pentaho DI, Oracle, SQL Server, OBIEE, MSBI Approach As a strategic partner, Trianz helped in implementing the next-gen DW platform on big data technologies, and is currently involved in promoting its enhanced usage to drive sales & services (beyond product support). Strategy/Roadmap Assessment of current state, future requirements and gap analysis through interactions with IT & Business Technology evaluation and recommendation Execution Requirements gathering and development of new platform Implemented multiple releases to enhance functionality and developed downstream applications like MyASUP and SmartSolve etc. Maintaining the platform (L3 support) since 2011 Transformational Effects Highly robust, scalable and reliable ASUP.Next platform ensured smooth and uninterrupted business operations Improved product support and customer service Huge opportunity to monetize this platform by generating actionable insights to support sales & service operations

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Analytics

CLOUD PLATFORM, DATA ENGINEERING & ADVANCED ANALYTICS

The client is a reinsurance firm that acquires existing books of policies and manages claims associated with them. The data science team builds predictive analytics applications to: Enable their legal teams detect fraudulent claims Predict the claim settlement amount Proactively get alerts for new high risk claims and large financial increases to existing claims Business Challenge With no single source of truth for data sources, input data comprising large documents containing images and non-standard document formats was a challenge. The organization lacked a formal data warehouse and was facing data credibility & availability issues. There was also an additional challenge of data extraction as large amounts of information, in the form of thousands of documents, was either sent through email or downloaded from an external website. This resulted in the data science team spending countless hours to manually open documents using specialized legal document viewers to extract text for their predictive analytics applications. Technology Components Azure Data lake, Data factory, Databricks, Data catalog, DevOps, Python, R-Shiny, Docker, Spark NLP, DataRobot Prediction server, Word2vec neural network and Jira Approach As a strategic partner, Trianz provided the client with specialized analytics program management and project teams comprising cloud architects, data scientists, data architects and engineers, both onsite and offshore. Strategy/Roadmap An Azure foundation and platform for all data science applications and data Data science application enhancements to include entity recognition, natural language processing, customized models and robotics automation Development of a cloud-based operational data mart, with production strength data models and processes to support executive reporting and data monetization Execution An efficient agile development process customized to support a pipeline from analytics innovation to regulated production deployment Transformational Effects Robotics automation processes will save the data science team’s precious hours that they can now spend on advanced predictive analytics Enhancements to scoring models will improve forecasting accuracy Entity explorer graphs will help to identify and relate people, places & symptoms, leading to fraud detection Natural language processing with part of speech tagging is being implemented to proactively alert the legal department to large increases in claim financials

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Analytics

DATA VIRTUALIZATION USING DENODO

A multinational logistics and real estate investment company was looking to modernize their architectural landscape which would help them scale and cater to their growing business needs by building on-demand virtual data models using Denodo. Business Challenge Providing business users with real-time access to integrated data across the organization’s disparate and diverse data sources with speed to market and self-service while doing away with the need to replicate data sources or building out time consuming ETL. Technology Components Denodo Snowflake AWS Lambda IICS Tableau Approach Three primary pillars: Building Blocks (Canonical) Model – Building reusable, consistent, governed single accessible layer using Denodo Logical Data Warehouse, Data Catalog, Embedded Metadata and Row level security. Building a Data science Toolkit – Using Denodo microservices architecture, Model input HTTP data body, Model output data API responses and Caching to spend more time on data analysis and building On-Demand Models. Pipeline based Deployment Model – Using Terraform based automation, CI/CD pipeline and Denodo Config Backup to minimize routine downtime, effective configuration management and disaster recovery. Transformational Effects Denodo virtualized building blocks were focused on business subject areas with consistent definitions across all metrics to deliver faster analysis and insights back to business. The on-demand data models helped in a quick start of analytics projects, API based models and speed to market. CI/CD pipelines achieved click-of-Button Denodo deployment, streamlined upgrades, centralized configuration management and eased scaling.

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Cloud

MIGRATION TO CLOUD ANALYTICS PLATFORM

Migrate from on-prem current state legacy analytics platform to a scalable and fully managed analytics platform on Azure A leading P&C insurance company based in the United States realized the need to move from the legacy architecture to a more stable cloud-based platform to attain better insights on operational parameters. Trianz was engaged by the client to perform migration from legacy architecture to a fully managed analytics platform. Business Challenge Owing to the legacy architecture, the client was burdened with higher operating costs and was not able to provide agile insights. Although senior management has set ambitious and aggressive goals for moving to the cloud, the obstacles on the ground were daunting. Approach Trianz proposed to collaborate with the client to establish a reference architecture with a pilot engagement where every technical component was evaluated, benchmarked and assessed for functional & non-functional requirements/use cases. Transformational Effects A stable solution architecture on Azure ready to migrate the data & analytics platform from on-prem to Azure in a managed services model. Established an ingestion and integration framework to migrate the existing Informatica workloads to ADF2.0 to leverage the power of distributed compute and scale on demand. An on-demand, scalable, cost effective data lake platform on Azure for migrating the existing data from Teradata reduced the cost of licenses and operations significantly. Created the ELT architecture with data lake to enable the raw data discovery, analysis & self service requirements. Azure Data Lake Analytics (ADLA) driven by U-SQL enabled more efficient ways of running the machine running algorithms and models. End-to-end Automated Deployment process leveraging DevOps increased the frequency of the data availability to the business.

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Cloud

CLOUD DEPLOYMENT

Supporting Alfresco Deployment on AWS cloud A Fortune 100 insurance company was facing challenges with its Alfresco implementation and needed to migrate the existing environment to Amazon Web Services (AWS) Cloud to enable easy document management, collaboration and support audits and compliance inquiries requirements. Business Challenge The client needed a flexible and agile AWS Cloud environment for its Alfresco implementation that improves document management and enterprise collaboration. Technology Components AWS Cloud, RHEL, Alfresco, MySQL, Elastic Bamboo, Java, SharePoint, BMC Remedy Approach Analyzed servers needed for the new Alfresco content repository at development, QA, staging and production phases. Migrated the content from Alfresco 4.2 to Alfresco 5.0.3 version on Amazon EC2 as per client’s priorities. Enhanced Alfresco internals for performance and scalability to support the migrated content types Provided application integration (Web Services APIs) support for LOB applications and third party systems. Provided two weeks of post go-live (Hypercare) support per phase and knowledge transfer to the client’s enterprise content management (ECM) support team. Transformational Effects Provided a low-cost cloud solution which complies with regulations, acts and mandates Enabled easy file sharing and collaboration Equipped the client’s systems with powerful document management features Developed and streamlined task management and workflow Provided complete IT control of security and access Provided choice of full SaaS or private AWS instance Enabled powerful metadata and full-text search features

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Cloud

CLOUD HOSTING

Migrating Host Applications on AWS A global airfare consolidation services company was unable to resolve the technical, performance and reliability problems because of being hosted on a well-known cloud services platform. Business Challenge The client needed to meet its changing capacity demands through a 24x7 elastic monitoring and alerting mechanism, and create sufficient documentation for the entire application suite where its operations were hosted. Technology Components Windows, IIS, .Net, MS SQL, Application Load Balancers, Application Caching Engines, Web Application Firewall, Content Delivery Network, Enterprise DNS Services, Virtual Private Network, Audit Logs Approach Started with requirement gathering; proceeded to application performance management. Deployed necessary architecture to ensure proper network design and implementation, code base lining, auto scaling, server bootstrapping, security implementation and load testing. Established 24x7 monitoring and management system. Transformational Effects Adopted consultative approach to develop requisite architecture for customer infrastructure on Amazon Web Services (AWS) -- between customer, AWS and AWS Advanced Partner teams. Hosted application on AWS, baselined and load tested to operate within requirements. Auto scaled layers to meet changing performance needs. Set up necessary infrastructure and documented service integration in detail. Enabled 24x7 monitoring and support after go-live in October 2015.

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Cloud

CLOUD APP

Designing and Deploying a Secure B2C Public Cloud Platform One of the leading mobile apps based gifting merchants wanted its services to be compliant with PCI-DSS for users to make the purchases confidently using their credit cards. Business Challenge The challenge was to design, build and deploy a mobile application with stringent security features for both Android and iOS platforms that are PCI-DSS compliant. Technology Components Application level de/encryption – AWS KMS Encrypted database table data – AWS RDS Application and host level logging – ELK Stack File Finger printing – OSSEC Security Incident Management (SIM)/ Security Information and Event Management (SIEM) – OSSEC Cloud API logging – AWS CloudTrail Cloud infrastructure change audit trail – AWS Config Alert notification – AWS Simple Notification Service IP whitelisting – AWS VPC Security Group Layer 7 – Web Application Firewall Host-level firewalls – IP tables Patch management – Spacewalk Vulnerability assessment – VAPT (OpenVAS + Nessus) Data in Transit encryption HTTPS – SSL Certificates Approach Designed and deployed the cloud environment leveraging several Amazon Web Services (AWS) security services alongside multiple open source solutions to achieve PCI compliance. Engaged Business and Technology teams of the client – from initial audit to multiple re-audits. Implemented a complete CI/ CD pipeline to ensure that a blue green deployment can be achieved. Completed the engagement end-to-end from design to go-live in 16 weeks. Enforced a targeted approach for the public cloud deployment due to the nature of the platform. Transformational Effects AWS services that are PCI compliant are used to set up infrastructure. Application as well as its environment are PCI-certified. Created a secure application that can be trusted by customers to use their credit cards.

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Cloud

CLOUD COLLABORATION

Building a collaborative workforce through robust infrastructure An education-focused, non-profit organization needed to enable collaboration among its diverse workforce of educationalists, teachers, social workers and operations staff from remote locations by leveraging technology. Business Challenge The client needed to facilitate collaboration across its rank and file – especially in remote locations – to be able to expand its presence across the country, while strengthening its workforce count. Technology Components Oracle PeopleSoft & AWS Approach Validated and finalized the cloud strategy for Oracle PeopleSoft implementation with the client. Led the assessment of the application stack for readiness. Discussed the assessed data with two cloud service providers and mapped infrastructure to services offered by these providers. The process involved mapping attributes such as: Operating systems comprised of Windows and Red Hat Linux Oracle Technology Stack Database services relying on Oracle, RDS options Notification systems based on standard SMTP services, email systems, and other push notifications Licensing models for a pay-as-you-go approach Followed up the assessment for selecting the right cloud platform with a roadmap development for a full-scale implementation including architecting a pioneering Amazon Web Services (AWS) solution, planning the project and driving the implementation cycle. Transformational Effects Scaled up infrastructure fuelling business growth for the client. Reduced execution efforts significantly due to the inherent nature of the cloud.

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Cloud

GLOBAL DATA PLATFORM ON AWS - CLOUD PHASE

A leading global healthcare provider sought to leverage cloud infrastructure to build a secure, scalable and industry-compliant cloud platform that its internal teams can use for large and complex analytics in the US and Europe. The platform must follow the region-wise compliance requirements. The entire engagement encompassed a multi-vendor, multi-region deployment with a tight timeline. The Business Challenge The client wanted to build a data analytics platform for its teams to use across Europe and the US. The platform must be flexible, scalable, secure and conform to the regional standards and compliance on healthcare data. Technology Components AWS AWS EMR AWS ECS AWS EKS AWS Glue AWS VPC SageMaker AWS Lambda AWS CloudWatch/Trial AWS SNS AWS EC2 AWS RDS AWS KMS AWS S3 Elasticsearch AWS Cognito AWS DynamoDB Other Platforms: Jenkins, HashiCorp Terraform, GitHub, Chef, Ansible, New Relic The Approach Automation - Built CI/CD Jenkins pipelines to deploy AWS cloud components using Infrastructure as code (IaC) - (Git + Terraform). Implemented systems software configuration/patching automation using Chef and Ansible to adhere with GEHC compliance and security controls. Transformational Effects Client’s teams can now manage the entire cloud infrastructure and systems configuration using Automation IaC to deploy various platform environments across geographies. After proving the viability of the design to various internal customers, the Europe region has been launched and is deemed a successful platform. All maintenance activities, including monitoring and stabilization has started. The US region platform is now in the final phase of testing by various teams and is expected to be launched by the end of this year. Operation Automation: Reduced 80% of downtime with the blue/green method of application rollout Reduced the timespan to spin up a new application based on demand Enhanced Security: Passed external & internal audits High-Availability: Reduced false alarms Auto-remediated common anomalies

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Cloud

CLOUD AUTOMATION, SECURITY AND MANAGED SERVICES

Re-architecture of AWS Environment, Build infrastructure as a code, Implementation of security controls & Infrastructure Managed services ServiceMax is one of the world’s leading providers of field service management software for equipment manufacturers and service providers. ServiceMax’s AWS cloud-based SaaS solution processes more than a million work orders per month, scheduling more than 300,000 technicians worldwide and managing 150 million customer devices. Trianz was selected to re-architect and manage ServiceMax’s existing Amazon Web Services (AWS) environment to achieve higher levels of performance, security and availability. The Business Challenge The client was seeking a partner to explore the use of a cloud platform as a key strategy to address infrastructure growth needs. In the given context, Trianz has initiated assessment of the Amazon Web Services (AWS) Cloud platform with the client to help explore the possibilities of executing a time bound, object-oriented, proof-of-concept based deployment on AWS. The client also wanted to build a dependable, robust and secure technology infrastructure on AWS that could: Facilitate script automation to eliminate manual process-related errors Reduce the cost of operations, as more bandwidth means more complexity and increased operational expense Minimize downtime to prevent revenue loss as network outages significantly disrupt business operations, adversely impacting customer loyalty Protect enterprise data to tackle the ever-increasing threat of cyberattacks and data breaches incidents Scale the network to equip it for future 'on-demand' growth to manage changes in real-time Enhance network performance through agile applications that can handle dynamic bandwidth needs and network topology changes Technology Components AWS Amazon VPC Amazon Route53 Amazon CloudFront Elastic Load Balancing Amazon EC2 & EC2 Autoscaling AWS Lambda Amazon s3 Elastic Block Store AWS IAM Amazon GuardDuty Amazon Inspector AWS Secret Manager AWS WAF & Shield AWS CloudFormation AWS CloudTrail AWS CloudWatch AWS Config Other Platforms: Sumologic,Qualys, OpenVPN, Wazuh, AVI, Bro & Suricata, HashiCorp Terraform, GitHub, Jenkins, Newrelic, Jumpcloud The Approach In order tore-architect and manage the client’s existing Amazon Web Services (AWS) environment., here’s what we did: Redesigned the infrastructure with AWS best practices including 'Infrastructure as Code. Developed Terraform modules to deploy the entire infrastructure, making it scalable and flexible. Introduced hub-spoke architecture and deployments for increased resilience. Introduced best practices in security such as boundary defense, CIS hardening, endpoint security, credential management, MFA, monitoring, auditing, logging, certificate and key management and vulnerability management. Implemented blue/green method of application rollouts using Terraform and Jenkins pipelines. Implemented Single Sign-On using Jumpcloud for all eligible services. Transformational Effects Better performance with improved efficiency & high availability Improved application rollout Easy to redeploy environments using infrastructure-as-a-code for CI/CD as well as disaster recovery Optimized costs and improved SLAs, while meeting customer security requirements Reduced Downtime & Improved Efficiency: Reduced 80% of downtime with the blue/green method of application rollout Reduced the timespan to spin up new application PoPs from 1 month to 1 week Enhanced Security: Passed external & internal audits Operations Excellence: Reduced false alarms Auto-remediated common anomalies

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Cloud

BUILDING A PCI-DSS COMPLIANT REWARDS MANAGEMENT PLATFORM ON THE CLOUD

Reward360 Global Services is a premier Loyalty Technology and Solutions Company. It wanted to develop a PCI-DSS compliant rewards management platform for banks in the country. THE BUSINESS CHALLENGE To design and build a loyalty management platform on the public cloud that would not only comply with stringent auditing requirements but also be scalable to other businesses TECHNOLOGY COMPONENTS Linux, Apache/Nginx/PHP/NodeJS, MySQL/MongoDB, Redis Cache, Application Load Balancers, Web Application Firewall, Application and host level Logging – ELK Stack, File Finger printing – OSSEC, Security Incident Event Management – OSSEC, Cloud API log – AWS CloudTrail, Alert notification – AWS Simple Notification Service, IP whitelisting – AWS VPC Security Group, Layer 7 – Web Application Firewall, Host level firewall – iptables Vulnerability assessment – VAPT (OpenVAS + Nessus), Data in Transit encryption HTTPS – SSL Certificates THE APPROACH Suggested and implemented a templatized cookie cutter model for predictable deployment on AWS Cloud due to the repetitive nature of audit requirements with the banking business Made significant changes to the application architecture to accommodate compliance controls at various layers of the platform and to facilitate platform scalability Leveraged a combination of various AWS services, open source solutions, and third party solutions to achieve the necessary compliance Redesigned and redeployed the environment on AWS TRANSFORMATIONAL EFFECTS Reduced deployment time from 12 weeks to one week Highly scalable environment Option to deploy the platform as is for clients similar to banks in a cookie cutter mode

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Analytics

DEVICE DATA INTEGRATION & ANALYTICS PLATFORM

A Fortune 500 Storage Systems and Software company was looking for a next-gen Data Integration & Analytics platform to process device diagnostic data to enable product and customer support. Business Challenge Storage devices (from ~75% of the install base) around the world sends configuration, performance and log information as Auto Support (ASUP) messages. The client’s legacy DW platform was unable to process this huge amount of data (1TB/wk) in time and support real-time analytics of device logs to identify issues upfront. With growing ASUP volumes, it was posing serious challenges in meeting the mission critical SLAs. Additionally, there were no customer, sales, service and support insights available for cross- and up-selling. Key Technology Components 117 Node CDH cluster with 1.15PB data. Tech stack - MD, Flume, HDFS, Hbase, Hive, Pig, Solr, Java, Config Loader, Pl/Sql, Shell Scripting, Datameer, Tableau, Pentaho DI, Oracle, SQL Server, OBIEE, MSBI Approach As a strategic partner, Trianz helped in implementing the next-gen DW platform on big data technologies, and is currently involved in promoting its enhanced usage to drive sales & services (beyond product support). Strategy/Roadmap Assessment of current state, future requirements and gap analysis through interactions with IT & Business Technology evaluation and recommendation Execution Requirements gathering and development of new platform Implemented multiple releases to enhance functionality and developed downstream applications like MyASUP and SmartSolve etc. Maintaining the platform (L3 support) since 2011 Transformational Effects Highly robust, scalable and reliable ASUP.Next platform ensured smooth and uninterrupted business operations Improved product support and customer service Huge opportunity to monetize this platform by generating actionable insights to support sales & service operations

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Analytics

CLOUD PLATFORM, DATA ENGINEERING & ADVANCED ANALYTICS

The client is a reinsurance firm that acquires existing books of policies and manages claims associated with them. The data science team builds predictive analytics applications to: Enable their legal teams detect fraudulent claims Predict the claim settlement amount Proactively get alerts for new high risk claims and large financial increases to existing claims Business Challenge With no single source of truth for data sources, input data comprising large documents containing images and non-standard document formats was a challenge. The organization lacked a formal data warehouse and was facing data credibility & availability issues. There was also an additional challenge of data extraction as large amounts of information, in the form of thousands of documents, was either sent through email or downloaded from an external website. This resulted in the data science team spending countless hours to manually open documents using specialized legal document viewers to extract text for their predictive analytics applications. Technology Components Azure Data lake, Data factory, Databricks, Data catalog, DevOps, Python, R-Shiny, Docker, Spark NLP, DataRobot Prediction server, Word2vec neural network and Jira Approach As a strategic partner, Trianz provided the client with specialized analytics program management and project teams comprising cloud architects, data scientists, data architects and engineers, both onsite and offshore. Strategy/Roadmap An Azure foundation and platform for all data science applications and data Data science application enhancements to include entity recognition, natural language processing, customized models and robotics automation Development of a cloud-based operational data mart, with production strength data models and processes to support executive reporting and data monetization Execution An efficient agile development process customized to support a pipeline from analytics innovation to regulated production deployment Transformational Effects Robotics automation processes will save the data science team’s precious hours that they can now spend on advanced predictive analytics Enhancements to scoring models will improve forecasting accuracy Entity explorer graphs will help to identify and relate people, places & symptoms, leading to fraud detection Natural language processing with part of speech tagging is being implemented to proactively alert the legal department to large increases in claim financials

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Analytics

DATA VIRTUALIZATION USING DENODO

A multinational logistics and real estate investment company was looking to modernize their architectural landscape which would help them scale and cater to their growing business needs by building on-demand virtual data models using Denodo. Business Challenge Providing business users with real-time access to integrated data across the organization’s disparate and diverse data sources with speed to market and self-service while doing away with the need to replicate data sources or building out time consuming ETL. Technology Components Denodo Snowflake AWS Lambda IICS Tableau Approach Three primary pillars: Building Blocks (Canonical) Model – Building reusable, consistent, governed single accessible layer using Denodo Logical Data Warehouse, Data Catalog, Embedded Metadata and Row level security. Building a Data science Toolkit – Using Denodo microservices architecture, Model input HTTP data body, Model output data API responses and Caching to spend more time on data analysis and building On-Demand Models. Pipeline based Deployment Model – Using Terraform based automation, CI/CD pipeline and Denodo Config Backup to minimize routine downtime, effective configuration management and disaster recovery. Transformational Effects Denodo virtualized building blocks were focused on business subject areas with consistent definitions across all metrics to deliver faster analysis and insights back to business. The on-demand data models helped in a quick start of analytics projects, API based models and speed to market. CI/CD pipelines achieved click-of-Button Denodo deployment, streamlined upgrades, centralized configuration management and eased scaling.

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Analytics

CLINICAL DATAMART

Planning, Designing & Developing Data Warehouse & several Data Marts A global healthcare, pharmaceutical and medical device manufacturer was in dire need to upgrade its data mart and BI to improve the efficiency and effectiveness of its clinical trials data management and meet the FDA regulation requirements. The firm also had to tackle multiple challenges in the process of capturing, storing and providing highly regulated access to adverse effects, efficacy and safety metrics. Business Challenge Analysts at the firm needed accurate, timely and secure access to highly sensitive operational and clinical trial information for operational reports as well as regulatory authorities submissions for product approval. Additionally, physicians participating in trials needed the capability to run mining algorithms to perform predictive, demographic, and trending analysis of patients participating in the clinical trials. Technology Components Oracle, Cognos and Informatica Approach Trianz consultants led the overall planning, architecture, design and development of the engagement to build a data warehouse and business intelligence program to meet these exacting requirements. Trianz also constructed multiple, focused data marts during an aggressive four-month initiative that was delivered on-time and met the business requirements. Transformational Effects The solution has proven to be a model for other, similar efforts and is providing enormous benefits to the client to manage clinical trials effectively and efficiently.

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Analytics

CUSTOMER MDM

Customer Master Data Management makes Big Impact A global pharmaceutical enterprise needed a master data management solution to cleanse and standardize information from different sources to better serve its sales operations and internal HQ processes, as well as feed external pharmaceutical partners based on co-promotion arrangements Business Challenge The client needed a master data management architecture to standardize, cleanse, and merge more than 20 data sources into a “single version of the truth.” Also, there was a need for automation to consolidate data and integrate processes, eliminate overlapping processes, and govern business rules and metrics. Technology Components SQL Server 2012 Enterprise Database, SQL Server MDS, DQS, SSIS, SSRS, QlikView 11, Jitterbit 5, Salesforce.com (Veeva) and Melissa Data. Approach Trianz team studied the client’s existing MDM processes to determine what could be improved or added to better support business functions in the following areas: customer identification, field change request processing, incentive compensation processes, sales force alignment, roster management, forecast integration, sales goal tracking, product roll-up, market basket definition, market research, and external data vendor integration. Trianz then developed the organization’s data warehouse foundation and business intelligence solution using the new MDM solution as one of the key sources of information. The second part of the approach included integrating MDM bi-directionally to downstream systems including Veeva (Salesforce.com), and governing the data through its entire lifecycle, from inception or definition to consumption. Because the firm follows strict compliance guidelines and government regulations tied to doctor and patient privacy, Trianz facilitated the establishment of a strict governance framework ensuring that all necessary parties were able to approve rules and definitions before roll-out. Finally, Trianz added a data warehouse and several interactive dashboards that feed from the MDM solution to help management stakeholders and sales teams become more strategic and effective. It also implemented all keys systems based on an aggressive schedule build around a product approval and launch. Transformational Effects Reduced the implementation costs by leveraging existing technologies and eliminated the need for expensive software solutions. Created a single master data source used to feed all areas of the business, fed from over 20+ internal and external feeds Complied with partnership agreements by generating accurate data feeds required to be shared with pharmaceutical partners. Reduced manual processes by 90%+. Enabled regulatory compliance with centralized data with full source lineage. Built a best-in-class architectural foundation that can be scaled to meet the growing needs of the organization. Instilled confidence in the sales force by providing easily accessible dashboards that provide the trusted information at the right time.

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Analytics

BI OPTIMIZATION

Assessment & Optimization of a Data Warehouse; Design & Development of a Customer-Facing BI Application A leading healthcare solutions provider was experiencing severe performance problems with its legacy DW/ BI environment as it embarked on a program to implement a new enterprise-wide data warehouse and multiple customer-facing business intelligence applications. Business Challenge The client’s legacy DW/ BI environment was experiencing severe performance problems as it embarked on a program to implement a new enterprise-wide data warehouse and multiple customer-facing business intelligence applications. To successfully implement new DW and BI products, the entire environment required a detailed tuning and optimization program to ensure the performance meets industry service level agreements and customer expectations. Technology Components Oracle Database 10g, Informatica, Cognos, Java, Perl and UNIX Scripts Approach Trianz assessed and redesigned the backend data factory that was planned to process daily records from hospitals across the US. This information factory would then feed all of the client’s data marts and customer-facing BI products Executed a performance and optimization assessment of the environment, reviewed the DW/ BI architectures and application components including Oracle, Informatica, UNIX, Perl, San, server configurations, and processing procedures In addition, Trianz documented the most critical issues which needed improvement, designed and implemented changes based on the assessment. This involved a systematic approach to tuning their system, including: Tuning the poorest performing components first to provide maximum benefit In-depth Oracle query tuning including Informatica routines and Oracle configuration changes Implementation and optimization of a new SAN and backup procedures for the new Oracle DW Implemented an approach for continual automated and incremental performance tuning Assisted with the planning, design, development and implementation of a new customer-facing BI application using Cognos and Java Transformational Effects The application has become client’s primary brand recognition product and reaches thousands of users.

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Analytics

DW/BI TRANSFORMATION

Strategy, Planning & Management of an Enterprise Data Management and Reporting Program A non-profit, academic medical center was facing multiple challenges with its antiquated data warehouse and reporting applications and was in need of implementing a new, enterprise-wide ERP application (EPIC). Business Challenge The current reporting and analytical environment of the client had many limitations and constraints. The redesign of the current DW/ BI environment had to be coordinated with the implementation of EPIC, which had its own reporting requirements and was highly dependent on the successful redesign and rebuild of the DW/ BI applications. Technology Components Oracle, Business Objects, Clarity, EPIC and Crystal Reports Approach Trianz assisted the client’s project team in the overall planning, strategy and management of the engagement. This included defining the work plans, business and technical requirements with multiple iterative releases; and overseeing the design of the ETL, data and application architectures and management of the engagement. Education on best-of-breed data warehousing tools, techniques and architectures while developing an enterprise strategy and implementation plan Identification and recommendation of a data warehouse scope, data architecture and technical architecture Development of data warehouse information requirements to meet the goals of the enterprise and the pilot Assisted in development of the conceptual, logical and physical databases High-level design and review of the data extract, load and transform procedures and programs Performed the upgrade of Business Objects to XI R2 Facilitated the creation of a User Group and Advisory Board, and created an implementation and roll-out plan Transformational Effects Implemented EPIC reporting and the new DW/ BI environments successfully on time. The key successes included: Appropriate end user self-service Adherence to HIPPA regulations Standards for report templates and data presentation Online/paperless reporting Enterprise reporting strategy and tool Fewer custom-developed reports Report library catalog (user documentation) Reliable, accurate, timely data available to meet end user requirements Meaningful integration of data to meet end user needs across all areas IT support for complex reports and analytics

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Analytics

MIGRATION OF ANALYTICS TO AZURE

Migrate from on-prem current state legacy analytics platform to a scalable and fully managed analytics platform on Azure A major Insurance company based out of the US plans to migrate from on-prem current state legacy analytics platform to a scalable and fully managed analytics platform. Trianz was engaged to spearhead the migration. Business Challenge Owing to legacy architecture, the client was burdened with higher operational costs and was not able to provision insights in an agile manner. Though the senior management set bold & audacious targets of moving to the cloud, the challenges on the ground were overwhelming. Approach Migrated from on-prem current state legacy analytics platform to a scalable and fully managed analytics platform on Azure Transformational Effects A stable solution architecture on Azure ready to migrate the data & analytics platform from on-prem to Azure in a managed services model Established a ingestion and integration framework to migrate the existing Informatica workloads to ADF2.0 to leverage the power of distributed compute and scale on demand. An on-demand scalable, cost effective data lake platform on Azure for migrating the existing data from Teradata, has brought down the cost of licenses and operations significantly. Created the ELT architecture with data lake to enable the raw data discovery, analysis & self service requirements. Azure Data Lake Analytics (ADLA) driven by U-SQL has enabled more efficient ways of running the machine running algorithms and models. End-to-end automated deployment process leveraging DevOps has increased the frequency of the data availability to the business.

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Analytics

SNOWFLAKE IMPLEMENTATION FOR INSIGHTS INTO A FAST GROWING DATA PLATFORM

Snowflake EDW Implementation for low latency insights from fast growing data of an e-discovery platform The client is a leading provider of e-discovery software solutions that manage the growing data volumes rising with new information sources. The company partnered with Trianz to develop an EDW with advanced analytics capabilities for their industry-leading SAS Legal software product that can be used by attorneys to build their cases. Business Challenge The client’s legal application deals with large volumes of diverse information types including documents, pictures, emails, past case history, etc., which attorneys can use as support to build their case. A case in point was Telemetry data on the usage of the product which became humongous, capturing information on every action happening on the SAS tool. Their current EDW solution is not able to handle this fast-growing data volume and had a difficult time processing and providing insights from this data. Technology Components Snowflake EDW Approach Trianz built an SQL-based EDW solution with analytics capabilities for the client earlier. Having a clear insight into the client’s business and its EDW solution, Trianz recommended Snowflake to support the Telemetry use case and built the POC, demonstrating efficiency. Trianz was engaged to migrate the Telemetry data from the existing SQL Server EDW to Snowflake with an overall objective of migrating the complete EDW data to Snowflake. Transformational Effects Seamlessly moved entire EDW from SQL Server to Snowflake. With the elasticity of the cloud, Snowflake EDW can now handle large data volume well and process it within minutes to provide insights.

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Analytics

CUSTOMER ANALYTICS WITH OBIEE FOR FORTUNE 500 COMPANY

Auto Support – OBIEE Development & Support A Fortune 500 storage systems and software company was looking to develop customer analytics (OBIEE Reports) for its existing DW Platform to analyze the storage system problems at customer sites. The client engaged Trianz to help with OBIEE development & support. Business Challenge The client was leveraging DSS and Data Mart to generate reports. It was facing a challenge in analyzing the incident information and understanding the issues in a timely manner. It was also unable to identify the issues early on in storage devices and fix them before customer escalations. The failure to provide a root cause analysis to the senior executives on critical incidents at the right time was a cause of concern. Technology Components OBIEE Approach Developed a comprehensive dashboard and scorecard to identify the pattern of the problems Provided an ad-hoc analysis provision to the business users for their slice and dice Designed incident reporting and incident management analytics reports using statistical functions to identify the problems that could occur in the server storage devices and the possible resolution Sent reporting alerts along with detailed analysis on critical incidents to the key personnel Better rendering of large amount of data using data visualization techniques Transformational Effects Better business decisions because of slicing and dicing Early identification of problem patterns and quick resolutions Better Customer Satisfaction Survey (CSAT) results, resulting in an increase in new business orders A comprehensive view to the business executives through dashboards and scorecards

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Business Apps

DEFINING DIGITAL TRANSFORMATION FOR A GLOBAL INSURANCE LEADER

IT Strategy and Execution Plan to Align Initiatives to Corporate Objectives of Digital Transformation and Spend Optimization from ‘Run’ to ‘Growth’ The IT organization of a global insurance leader needed to align with the corporate-wide transformation. Trianz was engaged to collaborate in defining and articulating the client’s 3-year strategy to enable business growth while servicing technology debt and upgrading the existing team skills. Business Challenge/Objective The client had a decentralized organization, which became expensive and slow to react to change. We identified the core principles needed to drive the articulation of IT’s vision and specific action plans along with detailed financial models and organization changes. Approach Identified outside influences through our research capabilities to define the impact of digital transformation Worked with the IT leaders to position this within the context of their current IT architecture, business needs and organization capabilities Articulated the strategy to business leaders, IT leaders and IT teams Transformational Effects Alignment of IT teams across organization with a clear call to action Clear definition of the IT strategy themes such as “Modernize the Architecture” and “Build for Local Experiences” Alignment with business priorities and identification of synergies between the Business and IT needs​ Detailed next steps and roadmap for each theme Governance model to ensure change Ability to move forward on a number of new initiatives to enable new business capabilities and pay tech debt

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Business Apps

24/7 APPLICATION AVAILABILITY FOR P&C INSURANCE PROVIDER

Application Support in a 24/7 Model Ensuring High Application Availability and Performance A large Property and Casualty insurance provider was looking for a reliable partner to manage its corporate applications - the Enterprise Technology Services (ETS). Trianz was engaged to manage the application in a 24/7 model ensuring high application availability and performance despite complicated user requests, involvement of multiple stakeholders and high volumes of customer interactions with the application. Business Challenge The client had to provide regular and frequent updates due to system stability challenges. Complicated user requests were necessitating regular follow-ups and communication. Also, the upstream and downstream systems and people dependency on multiple stakeholders were creating issues. The system was unavailable due to frequent critical errors. Technology Components 50+ enterprise applications & 15+ technologies Major technology areas – Java, Mainframe , Oracle HR, Informatica, Documentum Captiva, Unix and Linux Approach Completed automation of key processes Identified improvements in different applications through investigations and analysis Completed a high number of permanent fixes Provided faster and reliable workarounds for quick customer satisfaction Performed new technology platform migrations Established metrics-driven framework to measure success and failure Built iterative functions to develop competency in regular tasks Transformational Effects Improved the overall total cost of ownership Increased customer satisfaction by increasing system uptimes and service level optimization & quick turnaround on issues Enhanced user experience by improving the resolution times of the issues Elimination of issues through incident resolution Streamlining of process to become more mature and impactful

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Business Apps

CENTRALIZED CRM FOR LIFE INSURANCE PROVIDER

Partner Centric Sales Driven with Centralized CRM The client is a Fortune 100 company that provides life insurance for individuals and families at every income level and stage of life. They are an assets management firm, managing their assets and portfolios in different divisions. Business Challenge The client had multiple sales channels such as Third Party Distribution and Agency Sales & Services to reach potential customers. There was a need for a single platform to manage sales goals and daily targets. The technical architecture to integrate multiple source systems was complex due to custom ETL jobs servicing more than 900 end users across multiple business groups in the enterprise. Technology Components SFDC, Informatica, SOAP/REST interfaces Approach Created a transition plan for high performing individuals to enable development & support Established scalable team structure and documented all the required knowledge assets across all sales processes Onboarded the new team and transitioned the Support and Enhancement activities in a phased manner Established the governance model; evangelized the engagement model with business and established SLA’s and prioritization process Deployed a global team to provide 18x6 support Transformational Effects Predictable delivery and continuous engagement improved the overall platform adoption Reduction of technical and capability debt resulted in onboarding of multiple lines of business Leveraged out of the box feature and reduced customization with technical governance in place

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Business Apps

WEB BASED CASH LOGISTICS

Custom Application Development for a Leading Cash Logistics Service Provider A large provider of armored car transportation, ATM servicing, currency and coin processing in business and security services, needed a web based cash logistics system. Trianz was engaged to develop a centralized web-based cash logistics system to streamline the data management and retrieval process. Business Challenge The client has several branches that are operating individually, leveraging a system called “One System.” It was becoming increasingly complex to manage and retrieve data, and the maintenance costs of the database were also high. The organization was looking for a centralized system to be consistently used everywhere. Technology Components .NET Framework & Oracle Database 10g Approach Trianz developed a web-based cash logistics solution on .Net framework and Oracle database 10g Started with Waterfall model and shifted to agile Delivered first production-ready product in a span of 2 years and trained all system users Managed a dedicated Offshore Development Center for the engagement with specialized development and delivery teams Transformational Effects Automated cash logistics information processing Secured the storage of account details of the client’s customers and enabled automated money processing The client has been using the system since 2004 since then, Trianz has been the client’s Technology Partner, providing industry-best features to its end-customers.

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Business Apps

REFACTORING AWS SCRIPTS TO PYTHON BASED FRAMEWORK

Python Code Refactoring A Fortune 500 storage systems and software company engaged Trianz to refactor its existing AWS scripts to Python based framework for testing functional scenarios enabled by the E Series hardware application. Business Challenge The client’s existing scripts were written in “Action word scripts” and executed in JRE, which was complex and hard to understand. The initial requirement was to convert approximately 500 test case scripts to a single python-based testing framework as per the client’s coding standards, which was reduced to 162 test case scripts. The testing script should leverage the REST API based integration to test and validate the results. The design and development of libraries and fixtures were also a part of the project scope. Technology Components Python, AWS Approach Followed the Agile delivery methodology considering each milestone as a sprint for the entire project duration of 6 months. Executed daily internal scrum calls with 9 developers and Project manager acting as scrum master as well as with the NetApp team and onsite architect at the end of the day. Client SMEs joined weekly scrum calls based on requirement or on rotational-basis. Conducted Check Point reviews a week before the Toll Gate Review which was followed by the release to the client a week later. If all the requirements aren’t met during the review, the Delivery Assurance team can take a call to stop the release to the client until all the delivery issues are closed. Every script and library was reviewed by a dedicated offshore Technical Lead Transformational Effects Converted and delivered 162 Action word scripts to PyNT Designed and developed Pit & feature verification libraries Delivered 46 libraries for different categories of AWS scripts; 5 fixtures were incorporated in PyNT scripts for further refinement and 18 new functions developed to avoid duplication of code in scripts Created 5 additional libraries for the issues encountered by NetApp Developed 15 PyCharm templates to increase the efficiency of the team by reducing the time taken for repeat or default steps in multiple scripts

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Business Apps

24X7 PRODUCTION SUPPORT FOR ENTERPRISE APPLICATIONS

A large diversified P&C insurer based in US recognized the complexity in managing Legal and Compliance Applications with constantly changing laws and Regulations. Trianz was engaged to provide 24x7 Production Support for all the critical legal and Compliance applications. THE BUSINESS CHALLENGE Client was facing challenge in managing 13 critical corporate legal and compliance applications that needs support 24x7. Reduced budgets in the past 2 years reduced ability to meet service levels. And, increased feature changes and additions due to constantly increasing and changing laws and regulations TECHNOLOGY COMPONENTS J2EE, Informatica, Teradata, Sybase and Oracle Databases, Windows and LINUX Servers THE APPROACH Application Management IT Infrastructure Management Database Migration Advisory Consulting   24x7 Levels 1, 2 and 3 Support of 13 independent applications of varied technologies   Stringent service levels and security requirements   Serviced a user base of 20000 across North America   Development activities included planned enhancements and ad-hoc change requests   Managed weekly, monthly and quarterly releases   Teradata, Oracle and Sybase Database Management   Windows and LINUX Server Administration   Interface with Network Administration team   Migrated Online applications’ databases (9) from Sybase to Oracle   Migrated Reporting databases (7) from Sybase to Teradata   Sybase to Oracle and Teradata Migration Assessment   Application Portfolio Rationalization

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Business Apps

APPLICATION SUPPORT & MAINTENANCE

Premier investment management firm serving a variety of sectors and offer institutional asset management, financial planning, and investment advisory services. THE BUSINESS CHALLENGE Rising complexity and costs in supporting and maintaining varied applications was turning out to be key business challenge for the client. There was a critical need to have flexibility to ensure data availability on time. Fragmented knowledge repository, lack of documentation, as well as inadequate tracking and controls were preventing in meeting the desired service levels. THE APPROACH L0 – 24 x 7 team – Single point of contact to business for any application issue or any ad hoc requests L1 – 24 x 7 team – Monitoring team for all the applications and batch monitoring L2 – 16 x 5 team – Support specialists for each application to address any specific issue L3 – 8 x 5 team – Development and testing team to implement application enhancements Defined standard process to improve the application stability & availability and to identify the continuous improvements Created knowledge repository for better support and maintenance TRANSFORMATIONAL EFFECTS High Availability Cost Reduction Process Improvement With over night support model any issues that might come up in data processing, consolidation and reconciliation from multiple sources were addressed in time and ensured the data availability. Data availability at the right time is very crucial in taking the investment decisions that in turn will impact overall P&L of the organization Co-sourcing engagement model with fixed cost team and a flexible variable team resulted in significant cost reductions. Dedicated onsite offsite team model with insight in key processes helped customer business analysts to focus on internal process improvements The delivery model follows an SLA-driven approach incorporating customer feedback on a regular basis. There was a significant focus on process documentation, standardization of processes and continuous improvements

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Infrastructure

IMPLEMENTING SERVICE CATALOG FOR IMPROVED CLOUD INFRA OPS

THE BUSINESS CHALLENGE The organization needed to implement a service catalog for its cloud infrastructure operations to support its IT processes and efficiently manage changes in its IT infrastructure. TECHNOLOGY COMPONENTS ServiceNow Service Catalog THE APPROACH Trianz implemented several best practices -- from gathering clear and specific requirements from the organization’s business and IT teams, to detailing out the plan considering both processes and tools -- to implement the service catalog. TRANSFORMATIONAL EFFECTS Empowered the business and technical users to interact and order the services they need to do their job Provided transparency into the approval process, and allowed users to track the progress of their own requests Service Catalog enabled client to deliver standardized services, capture data for an array of Department Services, coordinate transfer pricing between departments, and improve internal controls with full audit capabilities Provided services that are relevant, reliable, and easy to understand (more intuitive) Provided more seamless automation and data sharing with most ITSM functions now residing on ServiceNow (Incident, Problem, Change, Asset) Provided thought leadership in driving efficiency and best practices Delivered IT services through a single IT operations portal Improved data center efficiencies through automation Creation of automatic incident requests, approval and SLA configuration resulted in better efficiency with minimal effort Automation through orchestration resulted in better efficiency with minimal effort

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Infrastructure

ASSESSING IT SERVICE MANAGEMENT SOLUTIONS

The client is a Fortune 500 engineering services company that specializes in providing best-in-class architecture, construction, operations, and maintenance services. A recent acquisition by the client led to a highly decentralized and inefficient IT environment that was impacting profitability. The existing ITSM application (ServiceNow) was underutilized, and there was a deficiency in the effectiveness of service management processes. Further, a lack of automation and self-service capabilities was resulting in excessive IT spend and sub-optimal outcomes. The client partnered with Trianz to review its overall ITSM framework. With its unique phased approach, Trianz assessed the client’s existing ITSM landscape, including all its hardware and software assets, and accurately laid out the findings, observations, issues and gaps, in addition to the solutions and fixes for each area. Trianz ascertained the gaps and made recommendations that were aligned with ITIL standards and industry best practices. Our solutions helped the client prioritize tasks to effectively and efficiently leverage the full potential of the ServiceNow application. THE BUSINESS CHALLENGE In view of a recent acquisition and outdated processes, the client wanted to assess its then-existing IT Service Management solution and address potential gaps in the current implementation. THE APPROACH Assessment phase: During this phase, Trianz’ team of experts analyzed the client’s ServiceNow environment, ITSM applications, hardware and software assets, CMDB and discovery, service catalog and integrations. Solution phase: In this phase, the findings were documented through a detailed gap analysis report. Also, the solutions were classified into short- and long-term remediation goals to tap the complete potential of the ServiceNow application. TRANSFORMATIONAL EFFECTS Positioned IT as a strategic partner to proactively addressing business issues/ needs Improved internal customer experience and satisfaction by enabling self-service and customer satisfaction surveys Reduced IT spend by enabling integrated hardware and software asset management Aligned key service management processes as per ITIL v3 taxonomy and industry best practices Improved service delivery and reduced mean time to repair (MTTR)

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Infrastructure

CAPITALIZING ON DIGITAL FLEXIBILITY!

A leading provider of co-location data center imperatives for enterprises across the globe needed a scalable and reliable support model to manage their internal IT infrastructure. We developed a game plan to introduce process improvements, and implement an ITIL Framework, instilling best practices and governance for backup monitoring, troubleshooting, service restoration, and the resolution of hardware failures. By deploying a systems operations center and a network operations center, we enhanced their business continuity and operational efficiency with a remarkable turnaround time. The Business Challenge To keep up the rapid pace of technology and stay ahead of the competition. This company was also looking to set up scalable support to efficiently manage its IT infrastructure and network infrastructure on a 24x 7 basis. Technology Components Windows Linux AIX Solaris ScienceLogic ScienceLogic ServiceNow Solarwinds Wireshark Cisco Juniper Palo Alto Networks Brocade Meriki The Approach Setup ITIL compliant process for systems operations center and network operations center to effectively manage and resolve tickets as per SLAs. Instilled process improvements for incident management and resolved major issues by directly collaborating with OEM vendors. Streamlined the communication process with key stakeholders within the organization. Transformational Effects Our operating model significantly reduced turnaround time, while providing complete visibility into operations, ensuring business continuity and operational efficiency for the client. Continuous process improvements and process redefinition enabled monitoring and tracking of outages. This further helped the client to improve customer experience and retention.

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Infrastructure

BUSINESS SERVICE MANAGEMENT FOR DEEPER VISIBILITY

A payment processing network operator supporting more than 725 million credit and debit card transactions globally faced an issue of visibility. Due to lack of insight into IT infrastructure and applications and an inability to assess critical incidents in real-time, the company was losing transactions and business. Further, multiple vendor products led to inconsistent support for enterprise monitoring and service management imperatives. Customer escalations were managed through manual spreadsheets, and exhaustive processes without proper catalog for managing software and hardware products added to the problem. Working with key stakeholders, Trianz did an in-depth assessment of existing processes, tools, integration points, and data sources. We then enabled an automated business application mapping solution, as well as automated processes around network related service requests. We developed a custom solution to automate the consumer escalation process, and implemented a service catalog to auto-populate and auto-route requests based on the product. The process for managing incidents and service requests was also standardized and integrated with other client systems/applications for better, more efficient API based interaction. THE BUSINESS CHALLENGE Lack of visibility into IT infrastructure and business applications limited the ability to assess the business impact of critical incidents. TECHNOLOGY COMPONENTS IBM Integrated Control Desk v7.5.1.3, Tivoli Application Dependency and Discovery Manager, BIRT Oracle 11g ALM (Application Lifecycle Management) which is a CA tool THE APPROACH Developed a self-service service catalog to automate building of business applications in TADDM (Tivoli Application Dependency Discovery Manager) through run-book automation. Developed a custom solution that automated all the network-related service requests. Dynamically populates questions based on the request to minimize manual intervention and provide the implementation steps based on the answers provided. Created a custom application and solution that automated the creation of customer escalations received through mail. This application was also built with custom reports and SLAs configured, aiding monitoring and ensuring SLAs were not missed. Designed service catalogs for onboarding. Created automation scripts to pre-populate the values on the offering request, perform required validations on the offering request fields, and assign requests to various groups based on business requirements. TRANSFORMATIONAL EFFECTS Enabled business view of IT infrastructure and applications Eliminated manual processes for improved process efficiencies Established integrity of CMDB data across the enterprise Created predictable steady state support operation with strict adherence to SLAs Streamlined new hire onboarding process, reducing manual effort Allowed for preventive and corrective actions with real-time insight into business impact of critical incidents

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Infrastructure

IMPLEMENTING ENDPOINT INVENTORY FOR BUSINESS PROFITABILITY

A leading provider of private integrated healthcare delivery systems in the US was struggling with a poor infrastructure discovery process and imperfect application affinity mapping. Consequently, it was unable to assess the impact of critical incidents, leading to a loss in business. As part of the engagement, Trianz implemented several best practices, from the client’s processes as well as the tools perspective, and also reduced the incidents tally to close to zero without production outages. The Business Challenge The organization needed to implement an Endpoint Inventory solution to address is problems of poor infrastructure discovery and application affinity mapping. The objective was to accurately assess the impact of critical incidents which were otherwise leading to a loss in transactions, and consequently, of business. Technology Components Tivoli Application Dependency Discovery Manager [TADDM] Tivoli Asset Discovery for Distributed [TAD4D] BigFix and BigFix Inventory The Approach Developed an execution roadmap sequencing the implementation of technology stacks based on the client’s business priorities Conducted workshops with business and IT stakeholders to understand challenges/ business needs Assessed existing processes, tools, integration points, and data sources Designed the TADDM architecture which consisted of five Secondary Storage Servers and 14 Discovery Servers Standardized the process for managing incidents and service requests Implemented monitoring solutions, further reducing the duplicate events count and improving operational efficiency of software products Transformational Effects Enabled migration from TAD4D to BFI, including bundling rules and software exclusions Initiated business applications’ health monitoring through application affinity mapping in TADDM Improved accuracy of sub-capacity reporting in BFI for invoicing Automated discovery of 33K servers and 45K network components once every week Achieved sustained process improvements, higher customer satisfaction and lowered operating costs through a step-by-step, metrics-oriented improvement approach Reduced scan errors from high volume to less than 3% Streamlined the administration and support process for day-to-day engagements

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Infrastructure

DEPLOYING A COMPREHENSIVE ENDPOINT MANAGEMENT PLATFORM

A leading vehicle rental provider (operates multiple car rental brands in nearly 10,000 corporate and franchisee locations across the globe) was finding it difficult to seamlessly roll out patch management across its 3,000-plus locations. Inadequate asset discovery and management, authorized assets management and license compliance management, besides network congestion and poor network performance were some of the other problems the company was experiencing. Trianz successfully replaced the company’s then-existing SCCM with BigFix to eventually deliver a comprehensive Endpoint Management Platform. The Business Challenge The organization needed to streamline its asset management process, make patch management rollout seamless, bring all its authorized assets under a single umbrella for effective service management, introduce license compliance management, and remove network congestion to improve network performance. Technology Components IBM BigFix 9.5.3.211 BigFix Inventory 9.2.5.1 The Approach Installed BigFix 9.5.3.211 and IBM BigFix Inventory 9.2.5.1 Installed NMAP scan for network discovery and managing network inventory Deployed IBM BigFix Inventory Configured Relay Affiliation (a more sophisticated control system for automatic relay selection) for better endpoint management Configured Tivoli Remote Controller, OS Deployment, Power Management and MaaS360 Configured Lifecycle Management, Patch Management (Windows, AIX, Linux), Security Compliance Management Provided steady state support for IBM BigFix and its related/ integrated tools Maintained KEDB, usage of technical and process SOPs Reproduced best practices and recommendations Provided lucrative solutions after understanding the big picture and post meticulous Transformational Effects Achieved effective and efficient Patch Management rollout for more than 3,000 global locations Segmented BigFix infrastructure into separate logical groups through relay affiliation configuration for better management of endpoints Rolled out Maa360 helping in effectively handling thin clients Arrested identification of newly added assets to the network through NMAP scan – a supported, acclaimed, powerful and flexible tool for network asset discovery Integrated BigFix to ICD to manage all authorized assets for ticketing and maintain a centralized asset repository

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Infrastructure

CONSOLIDATING INFORMATION TO IMPROVE IT EFFECTIVENESS

A leading school district in Georgia, U.S., was using a helpdesk system with no automation, and no authorized process to track IT assets spread across more than 100 sites. Frequent changes to infrastructure caused unanticipated outages, and lack of a well-defined process to resolve such incidents resulted in frequent SLA breaches. The client partnered with Trianz to map applications, as well as organize and consolidate information to enable effective service management. Trianz installed and configured the IBM Tivoli Application Dependency Discovery Manager (TADDM) solution to discover a complex infrastructure with multiple firewalls, air gaps and hardened security. We also implemented ITSM operational and process management tools, including endpoint management, configuration and change management, in addition to integrating TADDM and IBM’s BigFix solution to populate Configuration Management Database (CMDB). Additionally, Trianz developed a process to automate impact analysis and view Request for Change (RFC) details from the TADDM application. Rolling out IBM Endpoint Manager (BigFix) was critical to ensuring all hardware and software assets and their usage across sites were tracked in a centralized repository. The Business Challenge A reliable source of data was needed to accurately track IT assets and a dearth of well-defined processes to analyze and resolve critical outages. Technology Components IBM Tivoli Application Dependency and Discovery Manager IBM Control Desk IBM Endpoint Manager (BigFix) The Approach Rolled out a service management and application affinity solution in a phased approach. Initial focus was to build an authorized asset repository for an end-to-end integrated service management solution. Implementation was completed within 9 months of kick off. Performed a steady state run and maintenance for another 2 years before transitioning the engagement to client personnel. The solution has been deployed across more than 100 sites within the state of GA, and is the primary help desk and asset management solution for the school district. Trianz ensured sufficient training to IT and non-IT users within the first few weeks of solution go-live. Transformational Effects Automated analysis and inputs prior to infrastructure change Minimized downtime from elimination of trial and error Enhanced visibility to software-hardware allocations and capacity monitoring Facilitated usage-based allocations to revenue/cost centers directly into general ledger Streamlined new hire onboarding process using a single self-service offering and auto routing of those requests, reducing manual effort

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Infrastructure

ITOM IMPLEMENTATION (DISCOVERY, SERVICE MAPPING AND EVENT MANAGEMENT)

ServiceNow ITOM to Proactively Eliminate Service Outages The client is the world’s leading technologies provider for enterprise-level data capture and automatic identification solutions that provide businesses with operational visibility. Business Challenge No authorized source of truth for infrastructure assets and service/application mapping to analyze the service impact during change request. No monitoring tool integration with incident management and lack of automation for IT operations. Event noise and inability to pinpoint the root cause for service disruptions. Technology Components ServiceNow, IBM Netcool Business Objectives Enhance visibility Manage service health Optimize service delivery and spend Reduce event floods from monitoring tools and provide a single dashboard to proactively identify service issues Create a single system of record for IT infrastructure Automate IT processes, eliminate manual tasks & remediate service issues Key Deliverables ITOM capabilities through ServiceNow Auto discovery of assets Mapped relationships between IT components and business services Integrated ServiceNow ITOM with IBM Netcool The Approach Trianz’s unique assessment approach covered all the relevant areas to accurately layout the findings, observations, issues & gaps. Designed and implemented ServiceNow ITSM/ITOM modules and integrated IBM Netcool solution with ServiceNow. Identified top 10 business services and mapped all the critical dependencies using Service Mapping. Transformational Effects Integration of monitoring tools with event management to monitor critical business services and perform automated resolutions for known issues. Clear visibility to top 10 business services and its impacts. Improved service delivery and reduced MTTR.

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Infrastructure

ENTERPRISE MONITORING & MANAGED SERVICES FOR LARGE HEALTHCARE DELIVERY ORGANIZATION

One of the three largest US  integrated managed care consortiums. Over 7000 beds, 209,000 employees, 21,250 physicians, and 39 medical centers, across the US. The enterprise currently runs with 30,00 servers with an IT employee strength of 700 FTE. The Business Challenge Manual processes and growing scale of the environment was overloading IT staff, resulting in very long time (approximately 3 days) to resolve critical incidents and growing backlog (~1000) of work requests Low level of integration of multiple tools and siloed repositories of information (CMDB, incident logs, ITOM) made it difficult to correctly diagnose and resolve incidents first time, resulting significant rework effort and time to close incidents IT staff consumed with reactive tasks leaving no time for process improvement Business Objective Increase customer satisfaction level by reducing manual operation errors, and ensure the resolution of incidents within the committed SLA Increase visibility and reporting to SLA metrics and elimination of aged backlog work Reduction in human error related to manual tasks, and also improve efficiency through targeted automation and integrations. Key Deliverables Integrated existing monitoring and incident management tools (IBM and Netcool monitoring, BMC Remedy/ServiceNow) into a centralized event management system Implemented auto-remediation of events using IPSoft, self healing by Netcool & IP-Center AI integrated with ServiceNow. Developed correlation rules within Netcool to de-duplicate events Validated automation logic and created SOP documents for IPSoft to support continuous development of automation scripts. The Approach Performed workshops with business and IT stakeholders to identify people, process, tool issues and desired outcomes Create future state architecture and end-state visualization for an integrated solution Staffed a blended team of client and Trianz onshore/offshore resources to reduce backlogged requests Managed monitoring infrastructure as a service Transformational Effects Decreased the incident remediation time and ensured adherence to all committed business SLA’s Reduced the backlog of work requests by 91% over a period of 5 months. Estimated improvement of 20% in staff efficiency

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Cloud, Infrastructure

ENSURING 24/7 AVAILABILITY OF IT INFRASTRUCTURE

One of the largest resellers in a leading online shopping marketplace in India needed help to keep pace with its rapid growth. Existing technologies, information systems and staffing needed to be evaluated regularly. There was also a need to maximize the availability of telephony, email, messaging, network connectivity, business infrastructure, office automation, and process automation systems. The client partnered with Trianz to set up a managed services center to support its IT Infrastructure on AWS, thereby proactively and reactively addressing and resolving issues. We recommended processes that were not only compliant with industry standards and practices, but also rooted in experience with clients worldwide. With a well-defined governance structure and skilled resources across portfolios, Trianz built a managed services center that ensured infrastructure availability on a 24x7x365 basis. We also adopted a phased approach to transition work from in-house support teams to a fully managed services model. The Business Challenge Proactive and reactive support was needed to manage IT infrastructure on AWS, as well as govern associated policies, processes, contracts and documentation. Technology Components Infrastructure management through Ctrl-Dock Device management on Amazon Web Services (AWS) cloud infrastructure The Approach Studied the existing support structure and practices, including the environment for support and points of contact. Defined the mechanism for on-going support Trianz’ project management and technology teams collaborated with the client to seamlessly transition the business process and production support activities Gained familiarity with client-specific tools, call sharing between the client’s and Trianz’ team, review meetings, and reporting Recommended a core service based on a ‘business as usual’ approach, including streamlined communication, ticketing, and periodic reporting Transformational Effects Improved operational efficiency and minimized costs related to acquisition, implementation, and operation of IT systems Defined policy and procedures to secure the client’s IT assets and integrity of data, while ensuring compliance to security/ privacy requirements Established comprehensive license management process for all IT assets Increased visibility through robust service documentation and reporting structure

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Cloud, Infrastructure

A BLUEPRINT FOR SHARED SERVICES ON CLOUD

A leading healthcare insurance provider in the US sought to leverage cloud infrastructure to optimize its portfolio while driving resource and cost efficiencies. To mature into a Platform as a Service (PaaS) provider, the client needed a hybrid cloud strategy and a hybrid cloud environment with automated deployments and workload brokering for all of its affiliates. Trianz built cloud reference architecture and a roadmap for scaled maturity growth in infrastructure, platform provisioning, orchestration and operations. To ensure the roadmap was aligned with the client’s themes and core objectives, we first identified the short-term tactical wins and the long-term strategic objectives through an in-depth assessment. From there, Trianz further helped define the automation goals, organization change management needs, skills gaps, and training required to enable transformation. The Business Challenge The client was transitioning to more centralized hybrid cloud architecture, requiring changes to platforms, processes, and organizational decision-making. A scalable and flexible shared services platform was needed—one that leveraged hybrid cloud and automation tools to seamlessly orchestrate transactions across affiliates, and provide a single window of service to end clients. Technology Stack Current infrastructure: Cisco UCS compute and network hardware Current Storage: EMC and NetApp solutions Current Virtualization: ESX tools ServiceNow MS Sharepoint The Approach Conducted workshops and surveys to assess the current state of infrastructure, processes, teams, and costs Developed a prioritization framework to balance requirements against near-term focus and long-term objectives Recommended process improvements, frameworks, and training to remediate gaps across key focus areas Presented options for scaling - private fully shared, affiliate dedicated and shared-captive hybrid Determined the recommended approach using parameters like compliance, organizational readiness, charge back models, and automation scope Understood core services and models to enable automated fulfillment Designed processes with shared responsibility to provide data between requesters and fulfillers Transformational Effects Self-service portal and service catalog deployed with a comprehensive set of data centers and hosting services related service offerings with automated fulfillment, including full tracking capabilities.  Management provided with a vehicle to communicate critical security and service quality alerts to improve satisfaction and minimize case management efforts. Software-driven architecture defined with automated workload brokering enabled by an operational decision engine based on configurable business and IT rules. A two-phased approach defined in scaling the architecture and operational framework towards a hybrid cloud implementation.

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Infrastructure

IT SERVICE MANAGEMENT (ITSM) AS MANAGED SERVICES

Centralized Event Management, Self-healing and Auto-remediation of incidents, Unified endpoint management A large engineering firm and global provider of technical, professional, and scientific services. Business Challenge Lightly used ITSM instance with little attention to process initiatives. Underutilized request management, increased call volume. No analytics or baselines to drive/manage improvement. Lack of automation for IT operations. ITSM tool was not integrated with the service management tool of the acquired company Lack of precise inventory data for 75,000 endpoints for Asset Management. Lack of contractual record of all purchased software and associated renewals due to growth of organization Business Objective Reduce Service Desk call volume and improve customer experience Integrate different instances of ServiceNow Align all the service management processes as per industry best practice Improve service delivery for Catalog Requests and reduce MTTR for Incidents Policy Visibility between IT Operation and Security Real time visibility for asset management for 75k endpoints Establish Software Asset Management and License Management capabilities focused on software assets. Key Deliverables Implement self-service portal, chat queue, survey features and walk-up experience Unified ITSM platform through ServiceNow for 75k end-users ITIL Process definition and implementation (Incident, Problem, Change, Knowledge and Asset Management) Automations for Catalog Requests – Intelex, Prolog, SharePoint, AD Activation,/ deactivation, MS Teams. Integration with Event Management system and orchestration of L1 activities Service now and SCCM integration for hardware and software data SAM process definition and implementation (license calculations, software models/licenses and user license entitlements). The Approach Assessed current state and growth including M&A to develop strategy and execution roadmap Performed detailed assessment on the existing ITSM applications, tools, integrations and relation with other ITSM process / initiatives Conducted workshops with various business units and defined a conceptual end state for ITSM and Endpoint architecture to meet business and IT needs Integration with SCCM for live hardware and software data. Three way approach for SAM - Process definition of to-be process for Contract Management and Software License Management; data collection; data load Yearly upgrade of ServiceNow instance to leverage new features Quarterly connect with business stakeholders to identify opportunities service improvement and automation aligned to business needs

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Infrastructure

INFRASTRUCTURE SUPPORT SERVICES

24x7 Integrated NOC center for service desk, data center, network and cyber security utilizing ITIL framework for operations support and incident management A global manufacturer that provides innovative plumbing, heating and water quality products and solutions for commercial, residential, and industrial applications. $1.5 B global company that is headquartered in the USA with approximately 4800 employees spread across 87 countries in North America, Europe and Asia Pacific regions. Business Challenge Inefficient Service Desk, Data Center and Network operations resulting in low customer satisfaction scores Lack of visibility and effective monitoring capabilities for Network devices Reactive way of incident management and outdated change management process. Incomplete 24x7 coverage across geographies resulted in gaps and delays Existing processes are not aligned with the ITIL best practices Business Objective Transition from existing (10 years) vendor to Trianz Centralized support for Servers, Network, Cyber Security and Operational Management Products Improve customer satisfaction level by improving response times and region/ time coverage Reduction in incident escalations through better internal communications and coordination Enable client stakeholders to focus on core business objectives instead of operational issues Key Deliverables Single pane of glass for real time monitoring and alerting for Servers, network devices and other critical services. Provide 24x7 support for Servers, Network and ServiceDesk operations Timely weekly, monthly quarterly reports and metrics for KPIs Well documented SoPs, KB articles and guidelines for command center roles for day to day operations Custom script based automated backup solution for Network devices Upgrade and configuration of Service Management tool (ServiceNow) to improve efficiency of operations. Identify, plan and execute critical projects for Data Center and Network Compliance analysis for all network devices for best practices and plan for upgrade / replacement of out of warranty devices. The Approach Set up of 24x7 NOC Center staffed with certified SMEs and cross trained across various technologies Successful completion of knowledge transition from existing vendor within a time span of 8-weeks Configuration of SolarWinds for realtime monitoring of Servers, Network devices, critical services and printer Round the clock monitoring and management of server components and network devices to reduce incident ITIL Framework based service approach for effective handling of tickets (best practices like shift handover, ticket auditing) Transformational Effects Improved customer satisfaction and reduced churn Consistent round the clock customer support Reduced Incident Aging and MTTR Process alignment with ITIL best practice Significant reduction in P1 (outages) for network Custom backup solution for critical network devices eliminated manual efforts and costs for a licensed backup solution

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Infrastructure

ENTERPRISE SERVICE MANAGEMENT AND ITOM

The Dedicated Instance of an Integrated ITSM & ITOM Solution with Orchestration and Automation Capabilities. A leading cloud based managed services and payments services provider aimed to deliver secure, cost-efficient information governance services to a larger number of clients in the cloud. Services are accessed by millions of users everyday Business Challenge Shared instances of ITSM/ITOM tools not supporting automation/orchestrations requirements. IT staff consumed with manual infrastructure provisioning tasks leaving no time for process improvement and automation. Low level of integration of multiple tools and siloed repositories of information (CMDB, incident logs, ITOM) made it difficult to correctly diagnose and resolve incidents first time, resulting in a significant increase of rework effort and time to close incidents. Business Objective Increase customer satisfaction level by reducing manual operation, enabling orchestration/automation for infrastructure provisioning and ensuring resolution of incidents within the committed SLA. Technology Components ServiceNow, vRealize and BigFix Key Deliverables Assessment and solution design for ITSM/ITOM implementation. Implementation and operations support services for Service Portal, Incident, Change, Knowledge Base and Patch Management. Problem, Service Catalog and Software Usage. Service Mapping, CMDB, Orchestration and Server Automation (Provisioning and Decommissioning). The Approach Performed workshops with business and IT stakeholders to identify people, process, tool issues and desired outcomes. Created future state architecture and end-state visualization for integrated ITSM & ITOM solution. Staffed a blended team of client and Trianz onshore/offshore resources to implement proposed solution in a phased manner. Transformational Effects Dedicated instance of an integrated ITSM & ITOM environment with orchestration and automation capabilities. Decreased the incident remediation time and ensured adherence to all committed business SLAs. Publish self-service portal for infrastructure provisioning offerings. Modernized platform for ITSM, Endpoint Management and Orchestration.

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Security

A SECURITY SOLUTION FIT FOR A GLOBAL SECURITY IMPERATIVES PROVIDER

A leading provider of identity-based data security imperatives to global enterprises, financial institutions and governments needed a comprehensive end-to-end security solution. Trianz deployed a single identity and security profile across the entire identity management, provisioning, infrastructure, workflow, auditing, reporting and self-service capabilities spectrum. Centralized session management was introduced, including support for idle and session timeouts, and real-time user revocation. We also facilitated easy administration and deployment with N-level delegation administration and rules-based access (open and interoperable based on industry standards). Finally, we designed fully conformant interoperable SAML 2.0 identity federation capabilities to provide seamless integration, apart from extending continuous L1, L2 and L3 customer support. THE BUSINESS CHALLENGE Increasing demand for data privacy, mission-critical need to ensure appropriate access to resources across increasingly heterogeneous technology environments, and a need to meet rigorous compliance requirements within critical time-to-market deadlines. TECHNOLOGY COMPONENTS Technologies: Core Java, Servlets, Java Sockets, Jax RS, C++, SSL/certificates, SAML, SOAP, Tomcat, Angular JS, and Axis web services. Repositories: Oracle, MS SQL server, and LDAPs. Tools: Eclipse, JIRA, OpenSSL, GIT, vSphere, Wireshark, etc. THE APPROACH Periodic maintenance and enhancements to stay abreast of evolving technologies and security needs Enabled single sign-on moving from SAML 1.0 to SAML 2.0 Architectural changes to support common deployment tool for the product (supporting multiple platforms and webservers) Revamped GUI for enhanced user experience Enhanced the product to support other single sign-on frameworks - OAuth and OpenID support Rolled out deployments (onsite), post-development maintenance, and enhancements TRANSFORMATIONAL EFFECTS Roadmap established based on business use cases and incremental development of AWS services ROI model developed for the global enterprise data warehouse initiative Risks mitigated from addressing data quality issues upfront Common business definitions established across regions and countries Enabled business users to analyze and unearth insights on revenue and profitability across LoBs Developed an ROI model for global enterprise data warehouse initiative

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Business Apps, Security

ENRICHED AND SECURED USER EXPERIENCE

A global leader in the security and protection industry was interested in digitizing their B2B customer interactions to improve their customer experience, increase revenue, and reduce the cost of both, infrastructure maintenance and administration. By not having an intuitive system in place, the company’s customers were experiencing inconsistent interactions and turning to other sources. The client partnered with us to build self-service portals and region-specific marketing sites. A responsive design allowed the company to provide a seamless user experience and further integrate their content management system. A user management system and SSO with multi-factor authentication was enabled to secure access across devices and locations. We also facilitated infrastructure sizing, consolidation and hosting for multiple countries with seamless monitoring, logging, and reporting. Finally, analytics were employed to track customers, interactions, and marketing metrics while improving overall Customer Experience. The Business Challenge Customers around the globe were experiencing inconsistencies on the client’s websites and portals while authentication processes provided only limited accessibility. This combination of issues resulted in pileups of unresolved issues and spikes in service calls. Technology Components Liferay, Oracle, Okta – SSO, BizTalk, Dynatrace (monitoring, logging, and reporting), Apache Ant, Eclipse, Liferay MVC portlet The Approach Developed geo-specific marketing portals leveraging content management system Hosted environment in a centralized Liferay 6.2 for seamless experience Enabled application integration including complex workflows Used federated identity management for secure access Build portal interface using ESB pulling information from downstream systems Developed responsive design to support access from multiple devices Built real-time reports and analytics Transformational Effects Redesigned online interactions improved user experience, increasing daily site visits by 30%. The number of help desk calls was reduced 60%, dropping the number of expired credentials tickets by 90%. 25% lower infrastructure costs paved the way for new technology like instant alerts for suspicious activity.

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Our Success Stories

TRUSTED BY BUSINESS & TECHNOLOGY LEADERS

Our engagement with Trianz has now exceeded three years, and together we have delivered many significant initiatives in that time. Many of our successes could not have been achieved without our partnership. In many ways, Trianz has already put our products ahead of the curve.

Director of Quality Assurance

Top 10 US Life Insurance Company

The white glove approach, agility, and flexibility of the team helped us to tap opportunities in the ever-changing business environment.

Director of Customer and Partner Services

A Leading Global IT And Networking Organization

Trianz team worked side-by-side with us to transform our sales operations. Now, we have complete visibility into everything from our supply chain to sales and pricing. Our partnership with Trianz has been exceptional.

Director – Accounts and Cost

A National Cattle Feed Supplier

The team at Trianz worked tirelessly to propose a system that overcame our business challenges. Rising to the occasion, they simplified our processes, enhanced the system and increased productivity. There’s no doubt; our ongoing success was enabled by our partnership with Trianz.

Director

A Leading Commercial Automobile Liability Insurance Provider

Trianz commitment to taking end-to-end ownership of developing the e-commerce web app is exemplary. Their dedicated involvement was key to us garnering the advantages of automated test suite development and manual testing

VP of Marketing

Global Storage Systems And Data Management Company

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