“Enterprise Alert gives us peace of mind that critical issue s are always being taken care of. Our response has become much faster , almost real – time.”   Roger Salinas, IT Operations, Frost Bank

Frost Bank implemented a centralized alert notification system on premise to maintain security and privacy of sensitive data. Frost Bank now enjoys transparency and convenient management of up-to-date “who is on call” data. This helps them to respond significantly faster to critical incidents and avoid outages. Enterprise Alert is used to plan and manage on-call schedules of about 15 operations teams. Current “Who is on call” data is published to the intranet page of the 24/7 operations team who can also monitor real-time status information of who is handling which incident.

About

Frost Bank is a Texas-chartered bank founded in 1868 and based in San Antonio. With 155 branches across the state, it is one of the largest Texas-based banks. Frost Bank offers a full range of commercial and consumer banking products, investment and brokerage services and insurance products to customers throughout Texas.

Situation

Frost Bank uses Microsoft System Center Operations Manager (SCOM), Solarwinds NPM, CA APM and other tools to monitor infrastructure, applications and security. Frost Bank was looking for a way to centralize alert management and to track and log alert notifications to ensure a swift response to important alerts. They needed an on-premise solution as alerts would include server names and IP addresses and any exposure to the Internet or SaaS vendors would compromise security.

Benefits

Frost Bank enjoys a range of benefits.

1. Very convenient publishing and updating of “who is on call” information for all operations teams. All information is accessible and always up-to-date.
2. No more broadcasting of all alerts to a specific operations team, e.g. in charge of databases. Instead targeted alert notifications are sent to the respective on-call person within such team to avoid overhead and noise.
3. 24/7 operations teams can centrally monitor alerts of all monitoring tools and responses to and acknowledgements of alerts. They can easily follow up to make sure swift action is taken.
4. The security team heavily uses the multi-channel alert broadcast and rapid escalations. They now enjoy a much faster incident response.

 

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