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.
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.
Complex and inaccurate process of creating and properly assigning incidents
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