Centralized Event Management, Self-healing and Auto-remediation of incidents

A Leading Auto and Personal Insurance Provider’s current homegrown IT Service Request Management tool was nearing end of vendor support and was facing frequent performance and stability problems. Given the significant growth in capabilities in ITSM tools over the last five years, a replacement will move the client to a new platform with improved usability for the end user and a significant increase in automation and integration capabilities.

Business Challenge

  • Manual processes and growing complexity of the environment was overloading IT staff, resulting in longer times (approx. three days) to resolve critical incidents and growing backlog (~1000) of work requests

  • IT staff was consumed with reactive tasks leaving no time for process improvement.

  • 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 rework effort and time to close incidents.

Business Objectives

  • Increase customer satisfaction level by reducing manual operation errors and ensure resolution of incidents within the committed SLA.

  • Increase visibility and reporting to SLA metrics and elimination of aged backlog work.

  • Reduce human errors related to manual tasks and 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.

  • 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.

  • Provided necessary 24x7 support for server monitoring.

  • Implemented self healing by Netcool & IP-Center AI integrated with ServiceNow.

The Approach

  • Performed workshops with business and IT stakeholders to identify people, process, tool issues and desired outcomes for eight weeks.

  • Created future state architecture and end-state visualization for integrated solution.

  • Staffed a blended team of client and Trianz onshore/offshore resources to attack backlog

  • Took complete control over the server monitoring by providing the necessary support.

Transformational Effects

  • Decreased the incident remediation time and ensured adherence to all committed business SLAs.

  • Reduced the backlog of work requests by 91% over a period of five months.

  • Estimated improvement of 20% in staff efficiency.

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