Hitachi Services Decrease in Incidence Volume by Half and Deliver Massive Timesavings

Challenge: Create Dedicated Team for Cloud Infrastructure Ops

To allow its internal teams to focus on innovation in products and services and meet service level agreements (SLAs), a global finance firm determined that it needed a dedicated team to manage its multicloud infrastructure operations. These functions stretched across six cloud environments, more than1,000 servers, close to 10 mission-critical apps and almost 90 accounts. Management efforts would need to follow guidelines, guardrails, security and compliance requirements, while leveraging existing investments in operations, further complicating the environment. Mature services for monitoring, alerting, configuration, change and availability management would need to move to highly secure and compliant cloud platforms on Amazon Web Services (AWS) and Google Cloud Platform (GCP).

Solution: New Cloud and Management Approaches To Meet SLAs

Hitachi Vantara provided cloud modernization services, working with the firm to:

• Enable global public cloud operations for monitoring, triaging, notifying and remediating alerts per agreed SLAs.
• Establish support for niche tools used for monitoring and deployment as well as process management tools with a team of cloud operators, cloud experts and site reliability engineers (SREs).
• Ensure resolution for service requests and incidents per agreed service level management (SLM) indicators for all cloud infrastructure resources.
• Manage scheduled maintenance activities, such as access management, resource upgrades and patching, by following customer-defined processes.

Outcome

The solution embraced by the global financial firm delivered improvements to free up staff time and to transform critical areas:

• Customer satisfaction was enhanced by adherence to SLAs, which has reached almost 100%.
• Policy standardization was enforced across multiple public clouds to support quick migration and the ability to run apps in the public cloud.
• More than nearly 90 accounts were set up from scratch to meet the unique requirements for cloud infrastructure.