“Thanks to Enterprise Alert and the acknowledgement function, we can track the alerting and response digitally and have the certainty that our employees always take care of incidents in our critical IT infrastructure in a timely manner. IT alerting with Derdack, which has to be documented according to BaFin KRITIS, is highly reliable.”, Markus Reusch, Product Owner Monitoring, Debeka
Background
Debeka is a German insurance group headquartered in Koblenz. In 2020, Debeka served nearly 7.1 million customers through a network of approximately 280 offices, managed by 25 regional offices. The premium volume was 11.44 billion euros. The health insurance association is the largest private health insurer in Europe, with more than 2.4 million fully insured customers.
Situation
Debeka’s IT monitoring monitors both the critical IT infrastructure with more than 4000 VMs and critical applications and services, e.g. customer applications. Debeka IT is the basis for core applications of the insurance business. In the event of critical disruptions, it is therefore necessary to respond promptly and 24/7.
Before the introduction of Enterprise Alert, Debeka used a solution developed in-house. In order to reduce maintenance and servicing costs and to avoid having to use its own capacities for further development, Debeka opted for a purchased solution. The solution had to be flexible enough to take over the existing processes, but also offer additional functions and be future-proof. In addition, the product should have a GUI.
Solution
Enterprise Alert met all of Debeka’s requirements. It is connected to Micro Focus OpsBridge Manager and communicates critical events and faults in a mobile and fully automated way. There are 26 IT teams in different responsibilities with over 300 employees who are reliably alerted via SMS, call and email while on call.
Repeated calls ensure that there is a response from the person on call. The acknowledgement function of Enterprise Alert offers a high added value here, as it is possible to see in real time and digitally whether a fault is being dealt with. This acknowledgement is also sent to OpsBridge Manager, so that the alarm status is visible in this system. Enterprise Alert is also connected to Micro Focus Service Manager to automatically create tickets when critical incidents occur.
Benefits
Some benefits for Debeka:
- Reduced effort for product maintenance
- Increased reliability of alerts due to repeated calls for 10 min
- Time savings by avoiding queries and calls to see if a fault is being dealt with
- Professional, permanently available support by Derdack
- Future-proof solution with many interfaces and broad connectivity
- Read the complete case study.
Read the entire case study (German).
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