Case Study: Europ Assistance achieves improved service reliability and reduced downtime with NetIQ Operations Center

Europ Assistance - Customer Case Study

Europ Assistance, a global provider of insurance and roadside, travel and home assistance that handles millions of customer calls annually, faced the challenge of preventing downtime across a complex, interdependent ICT environment. The company lacked an enterprise-level mapping between business services and underlying infrastructure, relied on individual knowledge to resolve incidents, and needed a business-centric way to protect SLAs and ensure availability.

Working with Hogwart, Europ Assistance deployed NetIQ Operations Center to create a service catalog, model dependencies, and integrate existing monitoring and helpdesk systems for real-time, business-focused visibility. The solution made it possible to identify single points of failure, run change and risk simulations, prioritize maintenance, and ultimately increase service reliability and customer support.

Europ Assistance

Massimo Nichetti

ICT Development Manager