Automated Remediation of Server Error Incidents

The client is a Fortune 100 diversified P&C insurer in the United States and was looking for an automated remediation system for server error incidents.

Business Challenge

The client was looking for an automated remediation system for server error incidents. Frequent use of emails to communicate alerts/incidents was resulting in longer lead times and subsequently longer cycle times for resolution. With alerts/incidents being generated 24/7 via email, the chances of an odd email being missed were high, leading to escalations. As the support team was manually resolving all L1 issues, comparatively less time was allocated to individual issues, resulting in more incidents moving to L2, L3, and L4.

Technology Components

  • Dell Boomi, BMC BladeLogic and BMC Remedy

Approach

  • Conducted interviews with business stakeholders to understand the challenges

  • Analyzed process from an RPA standpoint and identified best incident resolution candidate for automation

  • Built scripts to automate the identified process

  • Validated the automation logic and results in test environment

Transformational Effects

  • Faster incident remediation using RPA automation tools (~15 mins. per incident)

  • Automated detection from alert/incident emails from inboxes, resulting in zero missed alerts and escalations

  • Prompt resolution of issues and fewer escalations leading to increased end customer satisfaction

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