// CASE STUDY
Five monitoring systems, one platform: MTTR halved at a major bank
After the consolidation, the mean time to resolution (MTTR) fell by 50 per cent on average, in individual cases by 90 per cent – and critical incidents became rarer overall. Right into the bank’s most critical application: online banking.
−50 %
MTTR ON AVERAGE – IN INDIVIDUAL CASES −90%
INDUSTRY
Major bank, Germany
MOST CRITICAL APPLICATION
Online banking
STARTING POSITION
5 parallel systems
PERIOD
from Q2 2016
Starting position
Five monitoring systems ran in parallel, including a home-grown synthetic monitoring solution. Every team used its own tool: business processes could not be traced end to end anywhere, and the licence situation was so opaque that procurement could not negotiate good terms with the vendors.
The brief
Consolidate the fragmented landscape and, from Q2 2016, merge it into structured observability implementations for the German divisions – right into online banking, where even brief downtimes were never allowed to occur.
The decisions
Three vendors competed: New Relic failed the requirements, Dynatrace and AppDynamics both made a convincing case – the deciding factor was the existing AppDynamics footprint in the organisation. And for online banking: no big bang, but phased instrumentation, one part of the system after another, each stage approved in advance by the Change Advisory Board.
Result & limits
MTTR halved on average, reduced by 90% in individual cases, fewer critical incidents – and for the first time end-to-end visibility of business processes instead of five partial truths. To be honest about the limits: the route through the Change Advisory Board costs time. After the P1 incident caused by a service provider who had previously proceeded without a plan, exactly this patience was the condition for every further deployment.
Stack: AppDynamics
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