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Session Code: BRE1475
Presenter(s): Melissa
Company(s): Comerica Bank
Abstract:
Comerica Bank has recently fundamentally modernized their technology strategy while continuing to prioritize the integrity of their production systems. However, as they quickly introduced newer technologies, it became increasingly more challenging to keep operational design documents current and understand complex interdependencies. To resolve this challenge, Comerica partnered with ServiceNow in 2018 to deploy Service Mapping for their most critical business applications.
In this session, Comerica will share how they revolutionized their operational approach from a reliance on tribal knowledge and design diagrams maintained by an army of tech writers, to an automated, service-aware CMDB. As a result, change integrity improved by increasing visibility to upstream and downstream impacts, resulting in greater system availability, reduced MTTR, and a more proactive approach to operational health.
Attendees will learn how to quickly shift an organization to leverage service maps, monitor the unexpected consequences of change, and measure improved system stability.
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