Application Support Teams

ONE PLACE FOR ALL APP SUPPORT NEEDS

Incident Management Healthcare Provider Use Case

With PuzzleLogic Service Advisor, app support teams now spend less time getting status on important issues, tracking application status, and managing dependencies that impact overall performance of critical applications to improve IT operations management support for incident management.

 

Challenges

  • Electronic Medical Record (EMR) application supports seven different regions with more than 1,000 servers across multiple data centers
  • Regional units have unique attributes and failover data centers which made incident management troubleshooting difficult with heavy reliance on institutional knowledge
  • Application teams did not have visibility into the shared services support database and infrastructure issues across IT operations management support
  • Resolving issues would require at least 10 people from different teams on SWAT calls to pinpoint root cause
  • Application downtime prevented optimal and timely care delivery

Solution

  • Service Advisor with application models defined incorporating unique regional attributes which gives a real-time, unified view of all applications for incident resolution
  • Application models built in a matter of days to visualize specific attributes and connections to neighboring and/or dependent systems
  • SMEs leverage criteria based on what's happening in and around the application
  • Customized notifications for specific systems more quickly pinpoint root cause so that incidents can be resolved in minutes

 

Results

  • Access to data from multiple sources impacting the causal device or application now displayed in one consolidated view to quickly notify the SME
  • Reduced critical incident outage time by up to 45% with increased visibility of data, including DevOps support
  • Teams know they are viewing trusted data and can make quicker, more accurate actionable decisions for incident management
  • Acceleration in maturity of process improvements due to tool adoption by IT operations management support teams

 

Manage On-Premise and Cloud Infrastructure From One Place

Energy Company IT Operations Management Support Use Case

Track and manage all of your components and servers to gain a complete end-to-end view of your entire application enabling fast incident management decision making.

 

Challenges

  • Multiple tools required to manage hybrid infrastructure components and servers to gain a complete end-to-end view for IT operations management support
  • Difficulty identifying proper team to investigate problems and incidents
  • Trouble prioritizing work due to volume and lack of understanding business impact
  • Production issues that required significant overnight support requiring time to contact on-call personnel

Solution

  • Service Advisor with application models built incorporating unique regional attributes which gives a real-time, unified view of all applications to DevOps support
  • Application model built in a matter of days to visualize specific attributes and connections to neighboring and/or dependent systems
  • SMEs leverage criteria based on what's happening in and around the application
  • Customized notifications built on specific systems more quickly pinpoint root cause so that incidents can be resolved in minutes

Results

  • Application teams have direct control over the relationships to understand what's happening around the application
  • Access to data from multiple sources impacting the causal device or application now displayed in one consolidated view for IT operations management support
  • Reduced critical incident outages by up to 50% due to increased visibility of data
  • IT operations management support teams have trusted data and can make quicker, more accurate decisions
  • Acceleration in maturity of process improvements due to tool adoption by teams

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