Centralized event management for a retail bank with OpenText Operations Bridge - case study

Executive summary

Eywo replaced a retail bank's fragmented monitoring with a single event console on OpenText Operations Bridge automatically mapping every alert to a configuration item so operators see business impact instantly, and embedding runbooks into events to de-risk staffing.

About client

A leading retail bank in the Czech Republic, managing millions of accounts and running a complex, secure, and resilient IT estate behind its digital banking platforms.

The challenge

Infrastructure and application alerts were scattered across fragmented monitoring tools, with no centralized event processing. Incoming events could not be automatically mapped to specific IT assets or their dependencies — from the virtualization layer up to core business applications so operators lacked topological context and incident resolution was slow. Reliance on the siloed knowledge of individual team members also made operator rotation difficult and risky.

The solution

Eywo built a unified monitoring platform on OpenText:

• Products used: OpenText Universal Discovery for automated infrastructure scanning and dependency mapping, and OpenText Operations Bridge as the central event console with its Runtime Service Model engine (the same core engine as Universal Discovery).
• Centralized event management & automated triage: alerts from all infrastructure and application monitoring tools were consolidated into Operations Bridge. Each incoming event is dynamically evaluated against the live environment and mapped to a single, definitively identified configuration item (CI) eliminating manual triage and surfacing the exact business impact of any technical failure.
• Topology mapping & ServiceNow integration: Universal Discovery scans all operating systems and maps their topological relationships from virtualization up to the application layer. That data is synchronized with the bank's central CMDB in ServiceNow, giving a continuously updated single source of truth.
• Knowledge retention & operator rotation: the team enriches incoming events in-console with explicit troubleshooting instructions, building a living knowledge base. Because most alerts now carry clear operator guidance, the bank depends far less on individual specialists enabling smooth operator rotation and faster onboarding.

Result

• 3 milion events reducted to thousands alerts and hundreds incidents per week
• 10 monitoring tools consolidated

Lessons learned

• Topological context is what turns a raw alert into an actionable incident mapping every event to a CI is the difference-maker.
• Embedding runbooks directly into events converts individual expertise into a shared, durable asset and de-risks shift staffing.