Sicredi Improves IT Services Management with CA Service Assurance

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1 CUSTOMER SUCCESS STORY JULY 2011 Sicredi Improves IT Services Management with Service Assurance CUSTOMER PROFILE Industry: Financial services Company: Sicredi BUSINESS Sicredi is one of the largest cooperative credit systems in Brazil, with operations in 10 states, 1,125 offices and 1.8 million members. CHALLENGE Sicredi s monitoring dolor sit amet, consectetur platform wasadipiscing based onelit. In id enimtools, disparate diam.which Mauris imperdietinaugue resulted duplicated at and consequat condimentum. uncorrelated events. This made it harder erat volutpat. to resolve Donec a ligula problems impacting metus. Maecenasservices. business lobortis, dui a SOLUTION Sicredi adopted dolor a sitservice amet, consectetursolution Assurance adipiscing based elit.on In idspectrum, enim diam. Mauris ehealth, imperdiet Application augueperformance at consequat condimentum. Management and Network eratflow volutpat. Analysis. Donec a ligula metus. Maecenas lobortis, dui a BENEFIT Sicredi can now dolor manage sit amet, its consectetur IT services inadipiscing an integrated elit. In idwith way enimvisibility diam. Mauris of all imperdiet augue components. Thisatmeans it consequat can quicklycondimentum. detect the root cause of problems, erat volutpat. resulting Donec in reduced a ligula mean metus. time to Maecenas lobortis, dui a repair.

2 2 CUSTOMER SUCCESS STORY: SICREDI JULY 2011 Business Promoting economic and social development in Brazil Sicredi is a financial institution operating as a credit union an economic organisational model, which Sicredi has established across Brazil. It is one of the largest cooperative systems in Brazil and Latin America, giving people and businesses access to financial products and services while also promoting the economic and social development of their regions. The profits of the credit union are passed on to its members the owners of the business in proportion to the volume of their operations and are reinvested in the place where they live, thereby strengthening the region s economy. Sicredi, which is present in 10 states and 881 municipalities in Brazil, is made up of 120 credit unions, which are integrated horizontally and vertically. The horizontal integration corresponds to the network of offices spread across the 10 states. For the vertical integration, the cooperatives are organized into five Central Cooperatives, a Confederation, a Foundation and a Cooperative Bank, which controls the specific companies operating in the fields of insurance distribution, card management and management of self-financed purchasing plans. Sicredi s portfolio consists of more than 100 products and services, including: current account, direct debit, loans, savings, credit and debit cards, investments, insurance, self-financed purchasing plans, currency exchange, credit collection, provident funds, and facilities, such as ATMs and online services. Challenge Implementing unified management for IT services With businesses increasingly dependent on technology, Sicredi has invested in IT applications and the expansion of its IT infrastructure in recent years. With each new service and each new IT asset purchased, the need to detect faults more quickly and reduce their frequency meant that various monitoring tools were adopted. Sicredi s monitoring environment involved almost a dozen disparate tools with events duplicated in different databases, no correlation of events and no identification of the root cause. There was also inconsistency in the information in the various tools about the IT asset, making it harder to diagnose and resolve problems. This resulted in: High operational costs (licensing and human labour) Slow access to applications for end users Instability and unavailability of IT services. All these factors led to dissatisfaction among employees and members, loss of productivity and hence revenue.

3 3 CUSTOMER SUCCESS STORY: SICREDI JULY 2011 Solution Consolidating the management of the IT infrastructure Sicredi selected Technologies to consolidate the management of its IT infrastructure, replacing the various tools used to date. To ensure a high quality implementation, Sicredi decided to partner with Services, which provided technical staff who speeded up the completion of the project. Sicredi also took advantage of the experience and know-how of Services to help with the definition and documentation of the processes that its Command Center would employ. For Sicredi, it was not enough to have the best tool, it also needed to have a clear process and responsibility matrix so that the response to incidents was swift and proactive. To consolidate the management of its IT infrastructure, Sicredi deployed Spectrum, which enabled it to create a central events console for use in the Command Center and to monitor faults and the performance of various IT assets. For Sicredi, the main benefit of Spectrum is the unification and correlation of events received across the entire IT infrastructure. This enables the operations staff to act centrally when dealing with alarms, whether from the network or from servers or applications. Spectrum monitors around 50,000 elements, which encompass servers, switches, routers, interfaces and virtual LANs. This project has enabled the business to better understand the importance of the IT infrastructure. Juliano Murlick IT Infrastructure Manager, Sicredi To prevent or anticipate problems, Sicredi adopted ehealth. ehealth is used in conjunction with Spectrum to monitor servers and network elements. Sicredi specified the performance monitoring conditions for servers and network devices, and performed synthetic tests of applications using the solution s Service Availability component. Any deviation in behaviour detected by ehealth is reported on the central console used in the Command Center. This enables proactive action to be taken to detect poor performance of an IT component, thereby helping Sicredi to take measures to prevent disruption to its IT services. In addition to reporting to the central console, ehealth publishes information in other formats, such as portals and reports. Installed on all Sicredi s production servers, ehealth monitors availability and performance. It is used in conjunction with Virtual Assurance for IM to monitor the entire infrastructure of the VMWare Virtual Center, where information on the production, homologation and development environments is managed. These two tools also send alerts to the central console used in the Sicredi Command Center. For monitoring faults and the performance of Web applications, Sicredi uses Application Performance Management, which is integrated with the Central Console and also raises alarms.

4 4 CUSTOMER SUCCESS STORY: SICREDI JULY 2011 The Network Flow Analysis solution is used to monitor and analyze network traffic, and is used by Sicredi to manage online and agency links. With this, it is possible to identify the source of a traffic problem on the network, allowing a decision to be made to increase or control the use of bandwidth. Once the monitoring of performance and faults in IT assets and applications had been consolidated, Sicredi needed to establish monitoring at the services layer. With Spectrum, Sicredi now benefits from more effective management of IT services. Monitoring of service level agreements (SLAs) can happen in real time, as Sicredi can now view information according to the importance of the business, the quality of delivery of the service and also the inherent risk, through analysis of the root cause of current and potential problems. Benefit Proactive management of IT-enabled business services With the Services Assurance solutions, problems are handled in a more agile or proactive way. Juliano Murlick IT Infrastructure Manager, Sicredi Following the adoption of the Technologies tools, Sicredi now has a single event console, which has increased the efficiency of its Command Center, improved the mean time to repair (MTTR) and mean time between failures (MTBF) indicators. As a result, Sicredi has improved its IT services management by being able to view the infrastructure and applications from both the technical and management points of view. Sicredi can now quickly identify the root causes of failures, detect problems not visible before, and be notified of deviations in behaviour in its IT infrastructure and applications, monitoring the availability index and obtaining improvement in the capacity management process. The Technologies Service Assurance Solutions portfolio has impacted on all areas in a positive way, with problems now being handled in a more agile and proactive, way. This analysis enables Sicredi to manage its IT staff and activities according to the priority of the business, making it easier to justify investment while maintaining the continuity of the business and end-user satisfaction efficiently.

5 5 CUSTOMER SUCCESS STORY: SICREDI JULY 2011 Connect with Technologies at Technologies helps customers succeed in a future where every business from apparel to energy is being rewritten by software. With software at the center of their IT strategy, organizations can leverage the technology that changes the way we live from the data center to the mobile device. Our software and solutions help our customers thrive in the new application economy by delivering the means to deploy monitor and secure their applications and infrastructure. To learn more about our customer success programs, visit / customer-success. For more information about Technologies go to All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only, and does not form any type of warranty. The Customer success story is based on the actual experiences of the user but product descriptions may not reflect uses in all environments so actual results may vary.