A large Canadian financial institution engaged Coreio to help them better understand the underlying reasons why they have experienced an increase in major incidents and why the associated recovery time for these major incidents increased in duration (MTTR). The client requested specific focus on their ITIL processes and other contributing factors affecting service stability and ultimately customer satisfaction.

To gain a better understanding of the client challenges within a constrained timeline, Coreio approached the engagement by addressing a number of requirements simultaneously. Major incident data and the associated Problem Management root-cause analysis (RCA) along with other client provided service metrics was analyzed to identify patterns and Major Incident, Problem and Change Management meetings were attended to observe outcomes.

At the same time a number of cross-functional interviews were conducted across the enterprise to obtain feedback on service issues, tactical activities underway and a high level view of strategic plans affecting service stability. These inputs were used to complete a preliminary ITIL self-assessment independent of the client to determine process maturity. In this engagement it was observed that the client’s processes were repeatable and reactive in practice, with little proactive and minimal pre-emptive capability in place.

The process maturity assessment validated Coreio’s observations and supported the root-cause analysis outcomes as almost half of the Major Incidents experienced were avoidable due to lack of proactive application and infrastructure capacity monitoring, transaction mapping, automation gaps and testing integrity. Other contributing factors affecting service stability were also identified, including the lack of an enterprise tool strategy, common Agile/Dev/Ops rollout plans and currency and resiliency issues in their infrastructure.

To ensure Client understanding with the assessment results, service and stability risks and recommendations were consolidated into four distinct work streams along with a 90 day plan to address the short term opportunities in a manageable timeframe. This roadmap is intended to incent the Client to action the requirements in a timely manner. Longer term strategic opportunities were also recommended to ensure the tactical plans align appropriately.