Curate’s consultants thoroughly reviewed the current IT infrastructure, incident management procedures, and application support services (including historical outage data, system performance metrics, and the tools currently in use for monitoring and incident resolution).

Upon review, our consultants recommended integrating advanced monitoring tools such as Splunk for data analytics and Dynatrace for real time application performance monitoring. This would allow the IT team to monitor the system’s condition closely and proactively find and fix any potential problems.

In collaboration with the internal IT team as well as outside vendors, Curate’s experts supervised the deployment of Splunk and Dynatrace across the company’s systems. Real-time dashboards and warning systems were set up to instantly flag issues such as performance deterioration or abnormal system behavior.

A dedicated SWAT team with highly qualified IT support engineers was established to manage high priority issues with a focus on quick diagnosis and resolution. Because the SWAT team operated with a highly efficient incident management workflow, they were able to bypass multiple approval stages to go right to work on urgent fixes as needed.

The client’s change control procedures were also revamped to further improve their capacity to handle changes without introducing new risks. This included establishing clearer protocols for testing and validating modifications before deployment, and decreasing the possibility of service interruptions due to system updates.

Curate’s team trained the internal IT team extensively on the usage of the new monitoring tools and implementation of incident management best practices. By leveraging the proactive monitoring features to reduce service interruptions, the internal teams could independently manage the system over the long run.

Communication protocols such as quick, transparent updates were to be sent out by the customer support team in the event of disruptions.