A governed automation estate: 30% fewer incidents
Leading financial institution · Middle East, Europe, Asia and the Americas · with a partner. Client anonymized under NDA.
The case at a glance
The situation, what we did, and the result.
The challenge
Each team ran its own automations, with no common support, no monitoring and no change control, in a regulated business.
Our work
- Incident, problem and change management for the whole automation estate
- Proactive monitoring of every automation
- License use reviewed and optimized
What the client got
Client anonymized under NDA. Figures are delivered results across the engagement.
How the engagement created value
From the challenge to outputs, impact and next steps.
One program for the whole estate, instead of ad hoc support in each department.
Incident management, proactive monitoring, change management and problem management.
A structured support framework live across all automations. SLA, monitoring, change and root cause processes in place.
30% fewer incident tickets. Every automation covered for the whole engagement.
Up to 20% automation license savings. 100% compliance in security activities. Zero unmanaged bots.
Governance, monitoring and change control built into the Center of Excellence removed root causes, not just symptoms.
From reactive firefighting to a governed, measurable automation operation.
In detail
Four pillars turned a fragmented estate into governed operations
IAC built four structured support capabilities into the client’s automation Center of Excellence. They replaced ad hoc practices and delivered measurable SLA, cost and compliance results.
Why it mattered for the client- SLA adherence improved 40%, which gave business stakeholders confidence in the automation operation.
- License cost cut by up to 20%, through better bot scheduling and use.
- 100% security compliance kept across all activities, for the whole engagement.
Incident management on three levels
Frontline triage, specialist resolution, and senior escalation for business-critical failures.
Proactive monitoring, eyes on glass
Real-time monitoring of all automations, with alert thresholds, auto-remediation triggers and license use tracking.
Change management
A formal request for change process and a change advisory board: business and technical review before any bot change.
Root cause analysis
Root cause analysis for recurring incidents: log analysis, performance diagnostics and documented fixes.
All targets met or exceeded.
Named engineers who run and fix your AI and automation on your hours, up to 24/7. You steer, we find, equip and replace.
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