Attuned – Case Study - Global Bank

Our client, a global bank, was migrating their APM infrastructure to a modern Observability platform. Attuned Technology was involved from the inception through the Observability platform vendor. Dedicating the initial three weeks to discovery workshops, architecture and design of the platform, a strong foundation was laid for the implementation phase. Integrating SSO for user management, RBAC was setup form the outset to assure business owners of the segregation of duties across the organisation. Over 24 months, Attuned Technology consultants coordinated the rollout and replacement of observability artefacts through active stakeholder engagement, working through the details of mapping the existing monitoring implementation to the new observability platform. Where possible, better approaches to observability were adopted and integrated in the organisation’s processes. Attuned Technology designed and delivered training sessions at various levels to enable teams to manage, improve and maintain the observability implementation. Attuned Technology played a key role in the creation of a Centre of Excellence for Observability and building observability standards.

Retail Software Solution Provider

Attuned’s client, a retail solution provider, engaged us when they were having difficulty in troubleshooting application performance issues. Their retail platform had issues for some of their customers. The rest of the customers weren’t facing those issues. By analysing traces, logs and metrics, withing 4 hours, Attuned’s consultant was able to pinpoint the specific database stored procedure that was the cause for the performance issues. Attuned’s consultant was also able to identify and advise the customer the issue was environment related. Once the detailed evidence was provided to the development team, the issue was fixed and rolled out to the fix the issues. Over the next three weeks, Attuned Technology worked with the client’s SMEs and created dashboards at three levels to proactively identify performance issues across infrastructure and applications. As a value add, Attuned Technology also advised the client on their data ingest levels and carried out basic fine tuning within the engagement timeframe.

Home Appliance and Electronics Retail Giant

Our client migrated their legacy retail platform to Salesforce. The client planned to implement observability into their platform from the outset of their migration. Attuned Technology was tasked to implement observability as code to ensure that the observability artefacts could be built and configured easily across their several development, test and production environments. Over 8 weeks a terraform based implementation with modular configuration was built to automate the build and deployment of dashboards, alerts and synthetics scripts. Browser Real User Monitoring and Synthetic monitoring were implemented by Attuned Technology to provide a view into Salesforce browser application functional performance. Attuned Technology conducted training for the client’s support partner to induct them from the basics of observability to in-depth features of the observability platform. Attuned Technology played a pivotal role during go-live by monitoring the synthetics scripts and advising on the successful go-live of key functional aspects of the system. Zero issues were found in Observability delivered by Attuned and our customer explicitly commented on the value delivered by Attuned’s work.

Global Information Technology Solutions Provider

Attuned Technology was engaged by the Observability platform vendor during their Global Information Technology Solutions Provider customer’s at-risk migration from a competitor’s observability platform. The customer was responsible for the platform migration for their high-profile client and there were some serious concerns about important features, the customer was threatening to roll back to the previous vendor’s platform and cancel the license purchase. Attuned Technology immediately started engaging with all stakeholders, noted their concerns and started to work on solving their problems. Addressing each issue in details Attuned Technology provided, workarounds, custom extension and simply another way of looking at the required functionality. While working through these issues, Attuned Technology worked with the Support, Customer Satisfaction and Engineering teams of the vendor for over 12 weeks to ensure that escalations were raised at appropriate levels and patch fixes were delivered for showstoppers and non-negotiable items. The result was that all the customers requirements were fulfilled, the observability platform migration was successful and the customer extended the new license agreement.

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