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
