NASDAQ – Case study
NASDAQ is the second biggest stock exchange in the world by market capitalization which leads to the demand for extreme business service availability and performance. All of them are being monitored and the monitoring data is manually correlated in the Operations management console by the operators.
However, there was a major difficulty created by the methods of turning these correlated events into meaningful incidents. The process was slow and error-prone causing delays and confusions during the problem investigation and resolution.
After covering all the NASDAQ use cases for just a few days during the POC, the ZigiWave Integration Hub was selected among many other competitor products. They were convinced not only in the capabilities of the tool, but also in the level of expertise of the ZigiWave consultants who managed to suggest several automations and process improvements to them.
The first step was to implement the conditional mapping which covered all the different scenarios and resolved the problem with the wrong incident assignments. Afterwards, the back-synchronization from Remedy was enabled and this saved significant amount of work to the operators who no longer had to monitor the Remedy incidents for status changes.
The last part of the implementation was the duplication prevention logic which strictly defined when a new incident to be created and when an existing one should be updated.
With this all the challenges that NASDAQ had were overcome.
Complex and inaccurate process of creating and properly assigning incidents
NASDAQ established their event correlation and incident creation processes while they were using HP Operations Manager. Operators were reviewing all the events in the Operations Manager console and manually correlating them based on configuration item, title, etc. Then the operator sent these correlated events to the BMC Remedy to create new incidents. This solution did not cover any back-synchronization on updates of the Remedy incident which added more effort to the operators to monitor not only the Operations Manager console, but also the status of the Remedy incidents.
Then they migrated it to Micro Focus Ops Bridge and then needed to re-develop these processes again and improve them.