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Financial & Insurance Case Study

Customer Profile

A growing, profitable regional insurance company with expansion plans into new markets hindered by information technology performance provided by a national 3rd party supplier.

The customer replaced its current IT supplier with Absolute Performance, Inc. (API) and renewed and expanded its contract with API.

The case study is highlighted in the slides below.

 

Insurance Company Overview

Regional Insurance Company
Well Managed
On Track
  • Company: Growing into new markets...but needs stronger IT

  • New System Implementation: Phased implementation

  • Sunset iSeries: Over 3 year period

Database / Systems ManagementPoor Vendor Performance
  • Stability/Cost Risk: Hardware/network 5+ years old

  • Poor Support: Servers, DB OS, break fix, escalation

  • Fragmented: Multiple version DB2, MSQL, Sybase, SQLServer

Disaster Recovery
No Infrastructure Failover
  • AIX: Backed up using supplier private cloud product

  • AS400: Tape only off site.  No hardware available for test/failover

  • No BCP: No recovery or proven BCP for IT

Compliance (HIPAA, PCI)
High Risk
Major Gaps
  • Encryption: No database dictionary or encryption

  • Data Risk: PII, health records, credit card, social security

  • Create Roadmap:

Customer Key Diagnostics – Before and After API Engagement

(Hover or click on a row for more information)

As a whole, the business in question showed great stability and strength. It was growing rapidly in regional markets, and had set itself a goal of migrating to a new system in 3 years.

And for this, they needed API’s help.  See the graph below for the various initiatives that we helped them tackle.

– High Risk
– Medium Risk
– Low Risk

Core Process & Technology: 3rd Party Provided

BEFORE API

Managed Services

AFTER API

BEFORE API

Managed Services: Frequent Outages

AFTER API

Outage management - improved performance

BEFORE API

Incident Management

AFTER API

BEFORE API

Incident / Escalation Management Lapses

AFTER API

24/7 Monitioring & Management

BEFORE API

Documentation

AFTER API

BEFORE API

Documentation: Continued Atrophy

AFTER API

Documentation refreshed and rebuilt

BEFORE API

Disaster Recovery

AFTER API

BEFORE API

Disaster Recovery / HA: None or Not Viable

AFTER API

Industry Standard failover RPO/RTO times

BEFORE API

ITIL Processes

AFTER API

BEFORE API

ITIL Processes: Atrophy

AFTER API

Refresh Incident, Change and Problem Management...

BEFORE API

Patch Management

AFTER API

BEFORE API

Patch Management: Woefully Behind

AFTER API

Brought current over 6 months

BEFORE API

Capacity Planning

AFTER API

BEFORE API

Capacity Planning: Elongated Processing

AFTER API

Nightly batch process run in less than 1 hour

BEFORE API

Ticketing

AFTER API

BEFORE API

Ticketing: Weak discipline and adherance

AFTER API

Core to accountability driven support

Organization: 3rd Party Provided

BEFORE API

24/7 Support

AFTER API

BEFORE API

Support: Frequent non-responses

AFTER API

24/7 Monitoring & Management

BEFORE API

IT Talent

AFTER API

BEFORE API

Depth and Breadth of IT Talent: Major Gaps

AFTER API

24/7 Coverage

Governance

BEFORE API

Compliance

AFTER API

BEFORE API

Compliance: HIPAA, PCI, Other: Major Gaps

AFTER API

Data encryption, DR, PCI, HIPAA - Audit plan

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