An SOC-compliant, 24x7 support model for global monitoring and service management infrastructure

The client operates the world’s fastest payment processing network in more than 210 countries and territories that support transactions of over 725 million credit & debit cards globally. It wanted to build a business view for IT infrastructure and applications. It was also looking to ensure data integrity by implementing a robust process for managing changes to the IT infrastructure.

Business Challenge

  • The client had no visibility into the business view of IT infrastructure and applications. It was unable to assess the impact of critical incidents, resulting in loss of transactions/business. It also needed a 24 x 7 support for Enterprise Monitoring and Enterprise Service Management solution, especially when multiple vendor products are involved. Lack of automation was leading to the representation of incorrect data, resulting in low user adoption of the CMDB solution.

Approach

  • Conducted workshops with business and IT stakeholders to understand the challenges/business needs

  • Assessed the existing processes, tools, integration points and data sources

  • Developed the Self Service offering in Service Catalog to automate building business application in TADDM through run-book automation

  • Automated requests for network related service requests that dynamically populates questions based on the request to minimize manual intervention

  • Standardization of process for managing incidents and service requests

  • Established a successful 24 x 7 model to support global monitoring and service management infrastructure

Transformational Effects

  • Our unique automated business application mapping solution not only provided a platform to build the business view of IT infrastructure and applications rapidly but also ensured data integrity by implementing a robust process for managing changes to the IT infrastructure

  • Global Infrastructure Dashboard for business critical applications provided better insights to business impact of critical incidents enabling client to take preventive and corrective actions

  • Predictable Steady State Support operations with strict adherence to SLAs

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