Finance

Enhancing IT Infrastructure and Service Stability for a Financial Institution

Focus Areas

IT Infrastructure

Business Problem

A prominent financial firm was facing frequent outages and disruptions in its mobile and online banking system. Slow incident responses and unreliable infrastructure led to a negative customer experience.

Key challenges:

  1. Incident Management: Outages and disruptions were common for the institution’s IT support services and led to delays in incident resolution.
  2. Lack of Monitoring: The company faced increased downtime and a cycle of recurring technical issues since there were no real time monitoring tools in place.
  3. Poor Processes: Inefficient change control processes put a strain on internal resources and system management.
  4.  

The Approach

Through the use of advanced monitoring tools and the creation of a SWAT team for incident resolution, Curate’s consultants enhanced the stability and functionality of the organization’s online and mobile banking platforms. The solution also involved improving change management processes to ensure smooth service updates and system changes.

Key components of the solution:

  1. Phase 1: Assessment and Planning

    • 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.

  2. Phase 2: Proactive monitoring and incident management

    • 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.

  3. Phase 3: Training and Knowledge Transfer

    • 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.

  4. Phase 4: Continuous Improvement and Support
    • Curate offered continued assistance after implementation through ongoing system performance monitoring and frequent performance reviews. The reviews made further optimizations possible, due to which the organisation was able to stay flexible in responding to any new technical difficulties. The Curate team also assisted the client with continued optimization of their change control procedures in order to better manage system changes and reduce the likelihood of customers facing disruptions.

Business Outcomes

The transition from Waterfall to Agile, led by Curate Consulting, resulted in transformative improvements for the healthcare provider:

Increased System Uptime


The company experienced a substantial decrease in unscheduled downtime after implementing real time monitoring.

Reduced Service Outages


The frequency and length of service outages decreased as a combined result of proactive monitoring and the highly specialized SWAT team.

Improved Operational Efficiency


By combining the new monitoring tools and efficient change control procedures, the IT team was able to lessen the burden on internal resources.

Sample KPIs

Here’s a quick summary of the kinds of KPI’s and goals teams were working towards**:

Metric Before After Improvement
System Uptime 92% 99.5% 7.5% improvement
Number of Service Outages 5/month 1/month 80% reduction
Mean Time to Incident Resolution 4 hours 45 minutes 81% reduction
Incident Detection Time 1 hour Real-time Immediate detection with monitoring tools
Customer Satisfaction Score 68% 90% 22% increase
**Disclaimer: The set of KPI’s are for illustration only and do not reference any specific client data or actual results – they have been modified and anonymized to protect confidentiality and avoid disclosing client data.

Customer Value

Curate Consulting’s expertise in Agile methodologies not only improved operational efficiency but also enhanced the healthcare provider’s ability to serve their patients more effectively:

Improved Customer Experience


Customers experienced a more reliable platform and were more confident in the institution's services due to fewer interruptions to online and mobile banking services.

Conclusion

Curate successfully assisted the financial institution in improving its incident management capabilities and transforming the IT infrastructure. The organization increased service stability, decreased outages, and gave its clients a more reliable banking experience by utilizing advanced monitoring tools like Splunk and Dynatrace and setting up a special SWAT team for priority situations. The close collaboration between the Curate team, the client’s internal teams, and external vendors helped drive significant improvements, ensuring both short and long-term success.

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