Please visit the COVID-19 response page for resources and advice on managing through the crisis today and beyond.
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.
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.
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.
tickets were resolved using Cognizant Automation Center Runbook Automation
fewer person-days of work
improvement in first-level resolution
SPREAD THE WORD