Global bank transforms incident alert management & communications

The Challenge

Before engaging with Interlink, the bank’s IT teams, service owners and business stakeholders routinely received 100’s of emails for every major incident that struck the business.

Many scenarios resulted in a cascade of up to 25-30 additional email updates per incident, as issues were resolved.

Such volumes of emails and the absence of business context made it impossible to decipher the service impact of incidents, leading to confusion, panic and lags in response time.

A New Approach Was Required

The bank needed a more orderly, mobile-first approach to Incident Alert Management and Communications, a channel fit for purpose in a modern, agile, digital enterprise.

Interlink worked with the customer to eliminate the traditional deluge of bulk emails, replacing this with a mobile app that would provide accurate, well-structured incident alerts, service health notifications and updates – directly into the palms of their users’ hands.

The Interlink Software Solution

The Interlink app enables bank ITOps to control the dissemination of incident communications to audiences across the business.

Based on their role, users can subscribe to receive push notifications about what’s important to them. Enriched with business context, users can view and track the real-time status of incidents, receiving meaningful updates throughout the entire incident lifecycle.

Bringing in data from across the digital environment’s toolchain, the app leverages Interlink’s Hybrid IT Infrastructure Monitoring capability to bring users a unified view of service health and how an incident might be impacting the regions or services they’re responsible for.

Collaborate, Automate, Resolve

The app equips teams with a collaboration channel that seamlessly connects people, tools and processes.

Bringing together the relevant people, all the information required to quickly pinpoint the root cause of issues, the ability to run remediation tasks and workflows – all in one place, contributes to reducing mean time to repair and unnecessary business disruption.

The Covid-19 pandemic in 2020 saw bank staff embarking on an unexpected transition to homeworking. The timely introduction of the Interlink app strengthened their capability to handle incidents remotely, anywhere. Beyond users of corporate devices, the app also caters for the rise of BYOD, with an inbuilt VPN, allowing secure access to the corporate network and the Interlink platform.