Enhancing Incident Management With AI for a Leading US Bank

A top US bank faced significant inefficiencies in its incident management due to disconnected tools and poor communication among IT teams. This challenge slowed down their incident responses and increased their costs. To address these issues, Scalence implemented an AI-driven solution in Microsoft Teams, integrating PowerApps, Power Automate, and Power BI. This streamlined workflows, improved teamwork, and ultimately led to faster incident resolution, enabling the bank to minimize downtime and multiply savings.

Disconnected Systems and Operational Inefficiencies

The bank’s incident management was hindered by critical inefficiencies stemming from disconnected systems and manual processes, which delayed incident resolution. It was challenging to quickly identify the right personnel for crises, and communication gaps between IT teams led to further delays. As a result, the bank needed a more cohesive, AI-powered approach to improve response times and enhance service reliability.

AI-Driven Automation for Seamless Incident Resolution

Scalence designed an AI-driven solution within Microsoft Teams, integrating PowerApps, Power Automate, and Power BI. The implementation was phased to minimize disruption while optimizing incident management and team collaboration. Key deployment stages included:

• Implementation: Migrating IT operations to automate workflows and enhance efficiency.
• Incident Management: Developing a custom solution to improve ticket tracking and automate tasks.
• On-Call Scheduling: Automating schedules and escalation workflows for quicker resolutions.
• Notifications: Implementing AI-powered alerts for real-time updates to IT teams.
• Integrated Collaboration: Connecting tools like ServiceNow and Jira for better data management.
• Mobile Application: Creating a mobile app for real-time updates and automated workflows.

Enhanced Efficiency, Reduced Downtime, and Cost Savings

Scalence’s AI-driven solution brought significant improvements to the bank’s incident management operations. Automating incident detection and task execution reduced manual effort and streamlined workflows, resulting in time savings. Proactive monitoring allowed the bank to identify and resolve issues before they escalated, improving system stability.

Centralized communication through Microsoft Teams facilitated collaboration among IT teams, leading to faster decision-making and resolution. The bank saw minimized downtime and substantial cost savings, ultimately enhancing operational efficiency.