DevoteamInsightsSuccess storiesEnhanced early warning system by Devoteam for major credit card issuer is a world first in IT Service Assurance

Enhanced early warning system by Devoteam for major credit card issuer is a world first in IT Service Assurance

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A major credit card issuer with a global customer base required an innovative approach to managing its complex IT systems.

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The organisation needed to analyse millions of daily transactions in real-time to detect irregular usage patterns and limit any impact on customers.

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Devoteam developed a world-first early warning system by enhancing the client’s existing CA eHealth platform to provide real-time visibility of potential problems.

Devoteam helped the card issuer reduce risk by leveraging CA eHealth to monitor business activity in real-time and improve early visibility of potential problems. Here’s how we did it.

Enhanced early warning system is a world first for IT Service Assurance

This major credit card issuer relies on a visionary and innovative approach to IT. It chose Devoteam, experts in service assurance and IT service management solutions, to create an enhanced monitoring solution for better management of irregular payment card usage and application alerts. The project paid for itself with the early identification of a single critical incident, which the client acknowledged as a world first.

The main challenges

With over 17 million customers worldwide, the client appreciates that exceptional customer service is critical to retention of its leadership position. However, the need to gain the most from existing solutions rather than invest in new technology presents a challenge which only innovative thinking can ensure.

The client has a complex series of IT systems to support its business. Full data on card usage was already captured, but it needed to be analysed and checked for unexpected changes or anomalies in usage patterns fast enough to limit any impact on customers.

Based on its knowledge of Devoteam’s capabilities, the organisation appointed Devoteam to create and implement the Early Warning Monitoring solution for its Technology Office.

What did we solve?

The project paid for itself with the identification of a single critical incident.

An enhanced early warning system delivered a world first in IT Service Assurance.

The solution prevents service disruption for over 17 million customers.

Devoteam’s answer was based around CA’s eHealth, a powerful solution for monitoring performance and availability of IP-based devices across complex and heterogeneous IT environments. By proactively detecting and isolating irregularities, eHealth takes the guesswork out of pinpointing problems on the horizon and misallocation of resources before they degrade the performance of the IT infrastructure.
Quote

We knew Devoteam had the expertise and understanding of our business needs to implement this solution effectively.

IT Director

A Major Credit Card Issuer

Following analysis of the data flow Devoteam enhanced the capabilities of the standard eHealth to monitor eight million payment card transactions and application alerts, such as the decline of large requests. Prior to implementation, Devoteam designed a prototype to demonstrate the new utility in action. Reports were created to display graphically the results, show trends and aid rapid identification of any issues. We conducted functional testing prior to release and equipped their IT staff with project documentation to help in the transfer and knowledge of skills.The project immediately proved its value to the business by early warning of a single critical incident – a world first.