Aligning ITSM and APM-based Solutions for Dubai’s Municipality
Case Study

Overview

Tech Mahindra partnered with Dubai’s leading municipality to tackle significant challenges around application performance, slow response times, and SLA compliance. By implementing a seamless blend of ITSM and APM solutions, we helped the municipality enhance service delivery, optimize operations, and achieve cost savings.

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Client Background & Challenges

Dubai Municipality faced several challenges, including limited visibility into application performance, resulting in slow response times and frequent SLA breaches. Their IT systems were fragmented across multiple ITSM platforms that needed consolidation into a unified solution. The incident management process was complex and time-consuming, with multiple steps required to resolve issues. Additionally, the lack of comprehensive reports and dashboards made it difficult to make informed decisions. Managing 2.5 million configuration items, including servers, network devices, and cloud infrastructure, added further complexity to their operations.

Our Approach and Solution

Tech Mahindra helped Dubai Municipality enhance IT operations with monitoring of over 750 business transactions, 300+ synthetic transactions per month, and 750+ web pages. Key solutions included:

  • Custom Dashboards & Reports: 104 tailored dashboards and reports providing actionable insights.
  • Cost Savings: Consolidated monitoring tools, reducing licensing costs by 90% through AppDynamics.
  • Seamless Application Integration: Onboarded new applications as per the digital roadmap.
  • Proactive Monitoring: Enhanced monitoring and issue resolution capabilities.
  • Customer Journey Tracking: Monitored end-to-end customer journeys for optimal user experience.

Business and Community Impact

  • 24/7 monitoring of business transactions across all application services, ensuring real-time visibility.
  • Continuous monitoring of mobile applications for uninterrupted service delivery.
  • Full tracking of user journeys from browser to server-side for critical Class A and B applications.
  • Guarantee of a high-availability environment with minimal downtime.
  • Optimization of KPIs to reduce false alerts and lower operational costs.
  • In-depth infrastructure monitoring, covering servers, network devices, storage, and hardware components.