Case Study: a multi-billion dollar global online travel company improves incident response with AIM Consulting Group

a multi-billion dollar global online travel company boosts first-to-know incidents to 86% with AIM Consulting Group

A multi-billion dollar global online travel company faced a systemic challenge in identifying and resolving service application incidents, leading to a poor user experience for its merchant clients. The organization struggled with outdated monitoring tools like Splunk, an overabundance of low-value alerts, and a lack of defined procedures. To solve this pervasive technical issue, they engaged the expertise of AIM Consulting Group and its Technical Delivery Expert service.

AIM Consulting Group's Technical Delivery Expert implemented a comprehensive solution, working across 10 teams to establish new processes and metrics for incident response. This included improving alert quality, creating a dedicated monitoring team, and upgrading Splunk. The results were significant, with metrics showing improvement from 25% to 86% for being the "first to know" about an incident and from 19% to 56% for resolving priority incidents within 60 minutes. The solution dramatically improved website stability and fostered a new culture of continuous improvement and trust across the entire organization.