carrot carrot carrot Change Centers x cognizanti collaborators create-folder Data Science Decisive Infrastructure download download edit Email exit Facebook files folders future-of-work global sourcing industry info infographic linkedin location Mass Empowerment Mobile First our-latest-thinking pdf question-mark icon_rss save-article search-article search-folders settings icon_share smart-search Smart Sourcing icon_star Twitter Value Webs Virtual Capital workplace Artboard 1

Please visit the COVID-19 response page for resources and advice on managing through the crisis today and beyond.

CAPITAL MARKETS

Automation Streamlines Managed Cloud Services


The Challenge

A leading European financial markets regulator wanted to automate its managed cloud services, comprising cloud operations, security operations and support for applications hosted in its AWS environment. 

To achieve these goals, and as a part of its customer service improvement (CSI) and transformation activities, the company approached Cognizant to build an end-to-end support framework to enhance operational efficiencies, improve processes and speed query resolution.


Our Approach

To streamline the company’s operations, Cognizant designed the support framework, configured baselines and provided managed services support with predefined service-level agreements. We also assumed end-to-end ownership for three different support streams—cloud operations, security operations and application support. 

Powered by Cognizant Automation Center, SmartOps offers a comprehensive portfolio of integrated operations to deliver always-on, unified and business aligned IT operations. With the proper mix of people, processes and technology, we provided holistic support to over 60 instances of infrastructure as a service/platform as a service in the AWS cloud environment. We ensured that the entire operational layer had a strong security underpinning to eliminate blind spots, and then added a governance layer to oversee the managed services model and improvements in CSI and transformation activities. We also provided robust support for applications hosted on the AWS platform through established, internally adopted best practices.

Automation Powers Holistic Operational Support

Cognizant’s Cloud Operate service delivered the ideal combination of people, processes and tools to improve operational efficiency. Cognizant Automation Center automated ticket handling based on the workflow defined for each category. The client was able to achieve significant cost savings through flexible customer support and automation while simplifying and streamlining operations from day one.

~40%

tickets were resolved using Cognizant Automation Center Runbook Automation

13

fewer person-days of work

19%

improvement in first-level resolution


SPREAD THE WORD