Major U.S. Bank Achieves Holistic IT Infrastructure Monitoring with TSOM Implementation

Cloudaction successfully implemented TrueSight Operations Management for a major U.S. bank, integrating TSOM with their existing BMC ITSM solution – and we completed the project on budget in 75 days.

Our Customer

With nearly $20 billion in assets, our customer is a recognized leader in the U.S. financial services industry. Moody’s named it one of America’s safest banks, and Forbes magazine regularly cites it as one of the country’s best financial institutions. Founded over a century ago, the bank has earned the trust and loyalty of its customers by maintaining a sharp focus on high-touch customer service and offering a broad array of commercial banking products.

The Opportunity

The bank is an IT innovator and views IT as an essential value generator. Key to their strategy is holistic monitoring of their IT infrastructure and application health. The IT staff were concerned that their existing WhatsUp Gold monitoring application was adversely affecting their ability to reduce MTTR for IT-related incidents. The bank chose TrueSight Operations Management (TSOM) from BMC Software as its go-forward IT infrastructure and application monitoring solution. TSOM is the category leader in performance monitoring and event management software. It uses machine learning to dynamically learn behavior, correlate, analyze, and prioritize event data so IT operations teams can predict, find, and fix issues faster. Cloudaction was selected to lead the implementation and maximize the positive impact on TSOM on the customer’s IT operations.

What We Delivered

We worked closely with the bank to implement TSOM and integrate it with their existing BMC Remedy ITSM solution. Our implementation team delivered the project in 75 days, configuring TSOM to deliver a unified platform that provides the bank with:

  • Intelligent alerting using machine learning to reduce help desk “noise”
  • Faster diagnosis and quicker MTTR through automated probable cause analysis
  • Automatic ticketing for all significant incidents
  • Ability to link all incident tickets to configuration items (CIs)
  • Proactive incident management
  • Dynamic thresholds that adapt to daily, weekly and seasonal patterns
  • Service context to link Cis to business services for incident prioritization

Cloudaction employed an outcome-based approach built on client-defined use cases aligned with TSOM capabilities, including:

  • Windows and UNIX server monitoring (local and remote)
  • Hyper-V virtual infrastructure monitoring
  • Duplicate events suppression
  • Enriching events
  • Suppressing events during schedule maintenance
  • Identification and requirements for third-party monitoring data integrations
  • Analytics-based monitoring
  • Application and service modeling
  • Automated incident ticketing in BMC Remedy
  • Linking incident in CIs to Remedy CMDB
  • Linking incident to impacted services
  • Probably cause analysis and presentation layer
  • Sorting and filtering of event displays
  • Automated remediation
  • TSOM reports and dashboards
  • Integration with legacy Nutanix and Riverbed tools

Key Outcomes

“Our customer sees IT as an important value generator, and IT alignment with the business is an absolute necessity,” said Cloudaction President and Co-Founder Samir Kumar. “Holistic monitoring of their IT infrastructure and application health is key to their business strategy. This project enables our customer to transition from reactive to proactive response to IT infrastructure and operations issues. They are now well on their way in their digital business transformation journey.””