Nationwide Building Society’s Service Visualisation Journey
Continuing our look behind the scenes at Nationwide Building Society’s Enterprise Command Centre (ECC) and how they enhanced their capability to protect the availability of the financial services Nationwide’s 15 million members rely on 24/7.
In the second of our videos Chris Reeve, Operations Manager, ECC talks us through their Service Visualisation project. The approach was new, a shift away from component based monitoring to gaining the ability to visualise service health from a business perspective.
Working with Interlink Software, the ECC began by engaging with the business, capturing the details of each of their twelve most important services. Defining service models and the interdependencies between business areas formed the foundation of the project.
Integrations with their existing tools brought together multiple data feeds – ServiceNow for change and incident information, Dynatrace DC RUM for transaction performance data and, key operational metrics from Microsoft System Center Operations Manager (SCOM).
Highly visible, actionable dashboard views of their key services, displayed on their new, state of the art video wall. With performance insights, metrics and data laid out just the way ECC staff need to see it; to clearly identify incidents when they occur, prioritise their response and react more rapidly.
“Service visualisation has given us clear, real-time availability information helping us to improve the customer experience for our members”
Chris Reeve, Operations Manager, Enterprise Command Centre, Nationwide Building Society