ITSM Automation for Large Insurance Company
In this case study we will look at a large insurance company IT department ITSM automation solution.
INDUSTRY: INSURANCE
INDUSTRY APPROPRIATE: ANY INDUSTRY
DEPARTMENT: IT
Challenge:
The customer used various applications across the DevOps process, none of which communicated together. The applications included Cherwell, Jira, Agility, ALM and others. A lot of time was spent by the Dev Team entering the same information across the applications, sending emails and phone calls to clarify questions. The customer was looking for a tool that would allow the DevOps Team (Scrum Leader, Product Owner, Developers and QA) to continue using their applications while eliminating duplicate data entry.
Solution:
The Pantheon team used Odyssey to create a headless linkage between the applications in the DevOps workflow. In addition to passing ticket information, Odyssey also passed notes and attachments. Odyssey also determined which application was the “book or record” for a particular ticket and ensured that the communication integrity was maintained.
Benefits:
- The client estimates it freed up three scrum teams of work on the basis of 12 Scrum Teams.
- Developers and QA personnel are now spending time on developing and testing versus seeking clarifications on intent.
- With the linkage between Cherwell and Jira, Parent Company Dev and Acquired Dev communication has been greatly simplified and accelerated.
- Dev groups were able to immediately use the new environment as no training was necessary since they were using the tools they were already familiar with while Odyssey orchestrated in the background.
- Automated Ticket Linkage between Client and Third-Party Datacenter Management Organization. (Large Insurance Company and Large Financial Services Data Provider)
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