Observability & AIOps Strategy

Enterprise Observability Service Definition

Global Financial Services Organization (Private Sector)

Overview

A global financial services organization engaged Codeview Digital to bring structure and standardization to their observability practice. With over a dozen disconnected monitoring tools and no unified service framework, they needed an enterprise-grade approach to move from reactive monitoring to a proactive, business-aligned observability capability.

The Challenge

The client had 12+ disconnected monitoring tools with no standardization across teams or business units, resulting in critical operational gaps:

68% increase in mean time to resolution (MTTR) due to siloed monitoring data across platforms
$2.1M per year wasted on redundant and overlapping tool licenses
Inability to correlate infrastructure metrics with business transaction performance
No standardized service catalog for observability offerings, leaving teams to self-serve inconsistently
CMDB gaps preventing accurate service mapping and impact analysis

The Solution

Service Definition Framework

Designed a service catalog with 10 standardized observability offerings (Dashboard Creation, Change Monitoring, Incident Analysis, and Capacity Planning, among others), each aligned with ITIL practices and mapped to business outcomes.

Platform Consolidation

Led the rationalization of 12+ monitoring tools down to 3 core platforms, with Dynatrace implemented as the central observability platform for infrastructure, application, and business transaction monitoring.

ServiceNow Integration

Designed and configured ServiceNow integration for automated event management, incident correlation, and service catalog fulfilment of observability requests.

Golden Signals Implementation

Developed a Golden Signals implementation playbook establishing standardized monitoring baselines for latency, traffic, errors, and saturation across all Tier-1 services.

CMDB & Service Mapping

Integrated observability tooling with the CMDB to enable accurate service dependency mapping and automated impact analysis during incidents.

Enterprise Documentation

Delivered a 47-page Enterprise Observability Service Guide, ServiceNow catalog configuration templates, and operational runbooks for the observability team.