With nearly $20 billion in assets, our customer is a recognized leader in the U.S. financial services industry. Moody’s named it one of America’s safest banks, and Forbes magazine  regularly cites it as one of the country’s best financial institutions. Founded over a century ago, the bank has earned the trust and loyalty of its customers by maintaining a sharp focus on high-touch customer service and offering a broad array of commercial banking products.

• Inefficient Incident Resolution: The existing WhatsUp Gold monitoring application hindered the IT team's ability to reduce Mean Time to Resolution (MTTR) for IT- related incidents.
• Lack of Holistic Infrastructure Monitoring: The bank required a comprehensive solution to monitor IT infrastructure and application health effectively.
• Inability to Predict and Prevent Issues: The current monitoring system lacked advanced capabilities like behavior analysis and predictive insights, resulting in reactive issue resolution rather than proactive management.
• Inadequate Event Correlation and Prioritization: The IT team faced challenges in correlating, analyzing, and prioritizing event data, leading to inefficiencies in addressing critical incidents.
• Need for Scalable and Advanced Monitoring Solutions: The bank sought a category-leading tool that could leverage machine learning for dynamic behavior learning and enhanced performance monitoring.

We worked closely with the bank to implement TSOM and integrate it with their existing BMC Remedy ITSM solution. Our implementation team delivered the project in 75 days, configuring TSOM to deliver a unified platform that provides the bank with:

• Intelligent alerting using machine learning to reduce help desk “noise”
• Faster diagnosis and quicker MTTR through automated probable cause analysis
• Automatic ticketing for all significant incidents
• Ability to link all incident tickets to configuration items (CIs)
• Proactive incident management
• Dynamic thresholds that adapt to daily, weekly and seasonal patterns
• Service context to link Cis to business services for incident prioritization

Airo employed an outcome-based approach built on client-defined use cases aligned with TSOM capabilities, including:

• Windows and UNIX server monitoring (local and remote)
• Hyper-V virtual infrastructure monitoring
• Duplicate events suppression
• Enriching events
• Suppressing events during schedule maintenance
• Identification and requirements for third-party monitoring data integrations
• Analytics-based monitoring
• Application and service modeling
• Automated incident ticketing in BMC Remedy
• Linking incident in CIs to Remedy CMDB
• Linking incident to impacted services
• Probably cause analysis and presentation layer
• Sorting and filtering of event displays
• Automated remediation
• TSOM reports and dashboards
• Integration with legacy Nutanix and Riverbed tools

• Transition from Reactive to Proactive IT Management: We enabled the customer to shift from a reactive to a proactive approach in responding to IT infrastructure and operations issues, improving efficiency and issue resolution times.
• Enhanced IT Alignment with Business Strategy: By implementing holistic monitoring, the project ensured better alignment between IT operations and the overall business strategy, supporting the customer’s goal of IT as a value generator.
• Progress in Digital Business Transformation: The customer is now on a clear path in their digital business transformation journey, leveraging advanced IT monitoring to drive innovation and growth.