Tier-1 Bank: ITOM + AIOps Catches 92% of Incidents Proactively
A tier-1 bank deployed ServiceNow ITOM with AIOps event correlation across 200+ services. Result: 92% of incidents caught before users notice, MTTR reduced 65%.
May 9, 2026·2 min read·By admin
At a glance
Industry
BFSI
Topics
ITOM · Servicenow
Published
May 2026
The challenge
A tier-1 bank ran 200+ digital services across hybrid cloud, with a NOC team buried in alarm noise. False-positive ratio was 11:1 and the team spent more time triaging alarms than fixing things.
What Mergen built
ServiceNow ITOM with discovery, service mapping, and event correlation. AIOps reduces alarm noise by clustering related events into single actionable incidents. Custom remediation playbooks for the top 50 alarm patterns auto-resolve common scenarios without human touch.
Outcomes (12 months in)
92% of incidents caught proactively before user-reported
65% reduction in MTTR across alarm types
Alarm noise down 78% via correlation
12,000 engineer-hours / yr reclaimed
NOC headcount: held flat while service portfolio grew 22%
Whether you're modernizing an existing platform, implementing new capabilities, or exploring AI-driven transformation, Mergen's certified experts will help define the right roadmap, scope, and delivery approach for your business.