Nationwide Building Society
Nationwide Building Society

Nationwide Building Society

Service Visualization at Nationwide Building Society

Nationwide Building Society Logo

How does the world's largest building society protect service availability?

Darren Marsden
Head of Enterprise, Command Centre

Nationwide has around 700 branches, 18,000 employees and 15 million members. As more and more members turn to Nationwide’s digital proposition to manage their finances, any downtime can be a major frustration for them.

Nationwide’s Enterprise Command Centre (ECC) is the eyes and ears of the IT operation - at the front-line of protecting service availability. As more and more of Nationwide’s 15 million members turn to online banking to manage their finances, any downtime at any time can be a major frustration.

Following the completion of a major overhaul of their IT operations management systems, Darren Marsden, Head of the ECC talks about their enhanced capability to provide a legendary service and how they:
  • Gained a comprehensive view of service health across key critical services with dynamic interactive real-time reporting and monitoring
  • Are now better placed to proactively respond to IT failures, remediate issues in advance of member service impact
  • Achieved a 50% reduction in major incidents
“Working with Interlink Software has enabled us to totally transform the ECC’s service visualization dashboard capability, with our new video wall giving us a comprehensive view of service health across key critical services.”

Darren Marsden, Head of Enterprise Command Centre
Nationwide Building Society

Chris Reeve
Operations Manager, ECC

Nationwide Building Society’s Service Visualization Journey

Nationwide’s service visualisation journey began by focussing on their 12 most important services. The approach was new; a shift away from component based monitoring to gaining the ability to visualize service health from a business perspective.

Displayed on highly visible dashboards the ECC now has access to real time availability information – across Nationwide’s key services – helping them to improve customer experience. Chris Reeve, Operations Manager, ECC talks about how they:
  • Brought together multiple data feeds – ServiceNow for change and incident information, Dynatrace DC RUM for transaction performance data and, key operational metrics from Microsoft System Center Operations Manager (SCOM)
  • Reduced incident response times down to a matter of minutes
  • Can now clearly see service dependencies and how a failure in one area impacts on another

Mark Flay
Operations Manager, ECC

Nationwide Building Society introduce IT Operations Workflow & Automation Software

Nationwide’s ECC discovered they had no clear, repeatable sequence of steps to recover service critical incidents. IT operations workflow and automation software offered the solution to a faster, more efficient means of executing a standard suite of operations - removing previously manual processes. Mark Flay, Operations Manager, ECC talks about how they can now:
  • Utilise a touch screen command and control console enabling them to respond to major incidents quickly, consistently and easily
  • Deliver recovery tasks with step by step navigation and automation - integrated with Microsoft Orchestrator
  • Seamlessly access supporting knowledge articles and documentation via integration with ServiceNow

Nick Hillier

Senior Operations Manager– IT Ops
IT Operations & Service Delivery

Nationwide Building Society’s Service Visualization Mobile App

Nationwide’s ECC had been relying heavily on slower more traditional methods of sharing IT operations monitoring and analytics. Building on the success of their Service Visualization dashboards deployment the next logical step was to deliver users with access to real time service status information - on any device, on the go.

Nick Hillier, Senior Operations Manager, ECC talks about how the app offers
  • Drill down from service viewer to see critical service performance details
  • One trusted information source - reducing repetition and time spent verifying the accuracy of operational data
  • Up to the minute information on service status enabling the ECC to make decisions quickly and seamlessly
  • Users the ability to subscribe to services – select, personalise and display relevant notifications and alerts on significant events – the way they need to see them

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EM Team Manager, Finance Industry
Company size - 50M-1B USD

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