Diversified global insurer having operations around the world providing insurance products and services to meet the needs of individuals, families, and businesses.

THE BUSINESS CHALLENGE

  • Backlog work request from 2014 and reactive IT Operations
  • ITSM / ITOM data silos and manual incident resolution
  • The scale and frequency of manual tasks generated a significant risk of human error

TECHNOLOGY COMPONENTS

ITM, Netcool suite of products, IPSoft, and BMC Remedy

THE APPROACH

  • Conducted workshops with business and IT stakeholders to understand challenges
  • Integrated various monitoring solutions and established centralized event management
  • Developed correlation polices to deduplicate events
  • Integrated event management solution with IPSoft for auto-remediation
  • Created SOP documents and supported IPSoft team development of automation scripts
  • Validated the automation logic and results

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TRANSFORMATIONAL EFFECTS

  • Faster incident remediation using IPSoft automation tools
  • Great reduction in human error with manual tasks
  • Exponential growth of end customer confidence
  • 91% reduction of backlog work requests within 5 months
  • Addressed up to 50% of reporting needs and automated 90% of SLA metrics and reports

TESTIMONIALS

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