The customer is a India-based multinational investment bank and financial services corporation. With a substantial footprint across 58 countries, the bank holds a prominent position in Europe, the Americas, and Asia.
Business Need:
Having a vast portfolio of 1200+ applications, the client aimed to establish a uniform monitoring protocol. Their primary objective was to centralize and automate IT operations, culminating in the creation of an operational platform. This platform was envisioned to facilitate comprehensive application management through unified monitoring. The specified business requirements comprised:
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Centralizing Tools and Automating IT Operations: Leveraging Runbook Engineering to enhance operational efficiency and establish standardized best practices.
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Rationalizing Network and Application Monitoring Tools: Seeking a solution to streamline and optimize the array of network and application monitoring tools in use.
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Establishing a Common Monitoring Platform: Creating a shared platform capable of monitoring the entirety of the 1200+ applications uniformly.
Solution
SkyWaves played a pivotal role in driving a transformative journey and elevating IT service delivery. The solution orchestrated by SkyWaves effectively curtailed service desk costs while ensuring a superior level of service. The core components of this solution encompassed:
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Implementation of an enterprise-wide Service-Management automation solution. Establishment of Agile PODs (Project optimized Development) teams, dedicated to solution delivery.
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Execution of automation and monitoring across a set of distinct PODs.
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Activation of two Automation PODs and one Monitoring POD.
Key Accomplishments in Self-Service Automation for Critical IT Service Requests through Microsoft Systems Orchestrator Runbooks included:
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Automation of Bitlocker PIN Reset and password resets.
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CSAT Surveys management.
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Handling New DoD requests and optimizing NAC.
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Streamlined management of Joiners, Movers, and Leaver’s requests.
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Automation of New File Share requests.
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Efficiently managing Skype for Business requests and Pchat room creation.
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Streamlining Avaya Name Change requests through automation.
Notable Achievements in Critical Monitoring & Telemetry entailed:
With SkyWaves’ focus on client success, we leveraged technology and flexible business models to drive innovation and value throughout the enterprise. We successfully implemented easy user registration for new truck driver’s applications and communication to the remote platform. The client was now able to view large amount of fleet on one page with more insights & bidirectional communication along with smart communication to truck drivers and current activity with status.
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Provisioning personalized infrastructure dashboards for end user monitoring through Splunk & Cockpit UI.
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Centralization of monitoring across 86+ applications and infrastructure tools.
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Integration of ChatBot with DBSupport Plus, employing TARE architecture.
Key Accomplishments in Self-Service Automation for Critical IT Service Requests through Microsoft Systems Orchestrator Runbooks included: