Banking & Finance/Telecommunication
Banking & Finance / Telecommunication
How a banking andinsurance companymanaged ITinfrastructure outagesusing Proactive ServiceResolution
AT A GLANCE
Streamlined Identification Registration Categorization Prioritization Assessment, Escalation
elimination of error
Annual costsaving ofapproximately
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
Less-than-ideal customer service experience
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.
Implement faster resolution within service level agreements
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
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.
reduction in effortper day
Streamlined IdentificationRegistration Categorization Prioritization Assessment,Escalation
INR 51,75,000/ ($67852)