30% Fewer P1/P2 Incidents | How Aegis Softtech Brought a Financial Services Client Back Into SLA Compliance
Proactive Problem Management | Instance Hardening | Faster Incident Resolution
At a Glance
| Industry | Global Financial Services |
|---|---|
| Services | Proactive Problem Management, Incident Reduction, Instance Hardening, CMDB & IT Asset Record Management |
| Challenge | Frequent P1/P2 incidents, SLA non-compliance, and IT environment records that didn't hold up to audit scrutiny. |
| Solution | Introduced proactive problem management and instance hardening, with disciplined upkeep of IT environment records. |
| Key Result | Cut P1/P2 incidents by 30% and MTTR by 40% within six months. |
About the Client
The client is a global financial services firm with an IT environment large enough that incident volume had outpaced the team's ability to stay ahead.
Client’s Requirement
The client came to Aegis Softtech with an IT environment where incidents were piling up faster than the team could resolve them. A handful of underlying issues kept surfacing across the engagement.
- High Incident Volume: P1 and P2 incidents were landing often enough that the team spent most of its time reacting instead of preventing the next one.
- SLA Non-Compliance: Resolution times were consistently missing the SLA targets the client had committed to, both internally and with regulators.
- Reactive Problem Management: The team addressed incidents as they happened rather than investigating root causes, so the same categories of issues kept resurfacing.
- Audit-Vulnerable IT Records: The IT environment's configuration records weren't accurate or current enough to hold up under financial audit requirements.
Solution We Delivered
We moved the client from reacting to incidents toward preventing them, while bringing the environment up to audit standard. Each part of the engagement addressed a specific gap identified in the requirement phase.
Proactive Problem Management
We introduced a structured problem management process through ServiceNow consulting that traced recurring incidents back to root cause instead of just closing tickets as they came in.
Faster Incident Resolution
With root causes addressed, the incidents that did occur resolved faster, since the team wasn't re-diagnosing the same issue from scratch each time.
Instance Hardening
Aegis Softtech hardened the client's environment to meet financial auditing requirements, closing the gaps that had left it exposed.
Accurate IT Environment Records
We established a disciplined process for keeping configuration and asset records current, so the environment's documentation actually matched what was running in it.
Ongoing Monitoring
The Aegis Softtech team tracked incident trends through the engagement, adjusting the problem management approach as new patterns showed up. Our ServiceNow managed services help maintain this ongoing monitoring and operational discipline.
The Results
The client saw the following outcomes:
- P1/P2 Incidents: Dropped 30% within six months as proactive problem management addressed root causes before they turned into repeat incidents.
- MTTR: Fell 40% as faster diagnosis and resolution cut the average time to fix an incident nearly in half.
- SLA Compliance: Resolution times moved back within the targets the client had committed to.
- Environment Readiness: Instance hardening brought the environment in line with what financial audits require.
- Record Accuracy: Configuration and asset records now stay current, giving the client an accurate picture of its own environment at any point in time.
Technology Stack
- Proactive Problem Management Framework
- Instance Hardening Process
- CMDB & IT Asset Management
- Incident & SLA Monitoring Tools
Need to Get Ahead of Recurring Incidents?
Aegis Softtech helps IT teams put proactive problem management to work — tracing recurring incidents back to root cause and hardening the environment before an audit ever finds the gap.
Whether you're still reacting to every P1 as it lands or fine-tuning a process you've already got in place, our ServiceNow experts can help you get ahead of incidents and keep the environment audit-ready when it counts.
Talk to an IT Service Management Specialist
Client identity is confidential.