Banking & Finance/
Telecommunication
Banking & Finance / Telecommunication
How a banking and
insurance company
managed IT
infrastructure outages
using Proactive Service
Resolution
AT A GLANCE
Effort Reduction
AT A GLANCE
Streamlined
Identification
Registration
Categorization
Prioritization
Assessment,
Escalation
AT A GLANCE
elimination of
error
AT A GLANCE
Annual cost
saving of
approximately
INR 76,50,550
$100,000
Background
Challenges
The company faced several IT outages which impacted applications and slowed down consumer banking services provided by the company. This caused:
Downtime which impacted business performance
Revenue losses
Less-than-ideal customer service experience
Goals & Objectives
It was clear that efficient incident management began with discovering server failure before the user called to report the problem so that it could be communicated to the service desk, diagnosed, and resolved with minimum disruption to the overall system.
1
2
3
Implement faster resolution within service level agreements
4
5
Solution
Our IT automation experts established PSR (Proactive Service Resolution) using RPA & ITPA in tandem.
By establishing PSR, the organization could act on the incident and initiate a process to solve the issue before a more serious problem occured. Automated incident management ensured that critical events were detected, addressed, and resolved in a fast, efficient manner, whether it was an outage, a slowdown, or a memory shortage.
The PSR solution optimized the way event-generation and incident-creation processes operate together by:
Proactively discovering service outages and monitoring application system performance
Validating and restarting the crucial services automatically when required using support monitor orchestration
Triggering an active PSR flow to convert the event into a corresponding incident in ServiceNow ITSM if any vulnerability was found
Generating tickets both manually and from multiple sources such as client reporting
Providing a resolution at the earliest with minimum downtime
Sharing corresponding reports with IT experts for proactive actions to avoid any future incidents
Automated categorization of the incident and conversion of all incidents to one single service request
Outcome
This solution provided the company with a single one-stop incident management tool where all work-related incidents were met with monitoring, reporting, ticketing, resolution, and incident closure.
Automated incident management helped simplify and streamline the incident management process. Insight gained could be further analysed by experts and precautionary action could be taken to avoid any future failure.
Streamlined
Identification
Registration
Categorization
Prioritization
Assessment,
Escalation
reduction in effort
per day
elimination of
error
Annual cost
saving of
approximately
Streamlined Identification
Registration Categorization Prioritization Assessment,
Escalation
reduction in effort
per day
elimination of
error
Annual cost
saving of
approximately
INR 51,75,000
/ ($67852)