Case Study
UST helped an Indian financial institution reduce 97% of NOC alerts with UST SmartOps
With a complex application footprint in its NOC, this India-based NBFC wanted to improve the efficiency of managing alerts generated from different monitoring tools. After implementing UST SmartOps, the company eliminated 97% of its alerts and automated 94% of network-related service tickets.
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CLIENT
This non-banking financial company (NBFC), headquartered in India, offers loans, insurance, and other monetary services. It operates thousands of branch locations, employs more than 20,000 people, and serves millions of customers every year.
CHALLENGE
Struggled with complex, cumbersome network operations processes
This financial services company used many applications and tools to monitor its mission-critical network operations. The complex application footprint generated a high volume of alerts, and network operations center (NOC) personnel had to spend excessive time manually reviewing the alerts to identify and act upon legitimate network issues—while weeding out the false positives. These cumbersome processes often led to SLA violations and high operational costs.
TRANSFORMATION
Implemented UST SmartOps to streamline NOC monitoring
UST implemented UST SmartOps an artificial intelligence (AI)-powered cognitive automation platform, in a PaaS model to automate NOC operations as follows:
- Aggregated alerts to create single-pane-of-glass visibility—by integrating the different network monitoring tools with UST SmartOps’ iHub feature.
- Suppressed duplicate and flapping alerts—by applying correlation techniques.
- Integrated UST SmartOps with Everest ITSM via a highly secure ISPEC VPN—to automatically create and update tickets.
- Automated the business as usual (BAU) network health-check processes and business continuity plan (BCP) workflows—at 100 branches.
- Created a real-time insight driven dashboard for C-level executives—for visibility and prioritization.
IMPACT
Enhanced branch operations resilience
Now, the Indian financial institution has much more efficient NOC processes. Company executives like the CXO dashboard because they have complete visibility into the impact of system downtime on branch operations and can prioritize resolutions based on the business impact.
In addition, the AI-based automations from UST SmartOps have helped the company:
- Resolve IT issues faster by automating 94% of network-related service tickets—UST SmartOps uses built-in rules and logic to identify system and network problems at branch locations, such as offline printers or router reboots. The solution automatically generates nearly all tickets, so the IT team can proactively resolve issues rather than waiting to be notified about problems.
- Increase productivity by eliminating 97% of duplicate, false-positive, or flapping alerts—Since the UST SmartOps platform applies intelligent correlations, a significant amount of alerts have been eliminated, enabling the IT team to focus on critical issues.
- Streamline processes by automating 100% of the BAU system health checks at 100 branches—Thanks to UST SmartOps-based automations, NOC engineers only have to focus on resolving exception alerts as they perform daily morning and evening system checks.