CASE STUDY
Industry | Financial Services
Technology | ServiceNow
Location | United States
The client is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits, and asset management to help its individual and institutional customers navigate their changing world. Currently, the client serves around 90 million customers in over 60 countries.
This case study explores the efforts for a leading financial services company to address widespread inaccuracies in SLA (Service Level Agreement) configurations that impacted incident management across various support teams.
Multiple SLA configurations were incorrectly set, leading to inaccurate performance metrics.
Inflated Mean Time to Repair (MTB) values resulted, making it challenging to meet service commitments
Support teams faced unclear timelines, hindering their ability to effectively manage incidents
The issue impacted overall service quality, affecting the company's ability to deliver reliable services
Improved Incident Metrics
Accurate SLA calculations will provide reliable performance metrics, enhancing accountability
Enhanced User Experience
Clearer timelines will help support teams manage incidents more effectively, improving customer satisfaction.
Conduct an organization-wide review of all SLA configurations to identify misconfigurations and assess their impact
Update SLA configurations to ensure consistent application of start and end times across all incidents
Develop monitoring tools to track SLA performance and identify future discrepancies proactively
Conduct rigorous testing to verify that updated SLAs operate as intended.
Congratulations, and a big thank you to everyone who worked on the project upgrade and successfully implemented it. The team did a great job working through all the tasks.
Proactive Management
Monitoring tools will allow the company to identify and address SLA issues before they escalate.
Audience
- Executives, CTOs, Director
- IT Consultants
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
