Brookfield, Wisconsin-based Fiserv, Inc. is the leading global provider of financial services technology solu­tions. The Fortune 500 company has leveraged the latest fraud detection and regulatory compliance tools for more than 25 years to enable its more than 16,000 clients to achieve excellence and solve business issues with respect to payments; processing services; risk and compliance; customer and chan­nel management; and insights and optimization.

Problem

Fiserv has incorporated, and continually refreshes, its state-of-the-art technology and service solutions to deliver best-in-class services to its clients. Bill payment monitoring and fraud detection are among the most important, as these often exert the most positive or negative impact on its clients’ bottom line. Fiserv’s meticulous attention to quality and accuracy has enabled the firm to generate revenues by pro­viding such services, in addition to account and item processing, and lending and source-capture solu­tions.

Through a portion of 2006, Fiserv had utilized a then four-year-old monitoring tool which, toward the final days of its use—over one, 60-day period—had failed three times to automatically catch bill pay­ment anomalies and instances . Manual intervention enabled Fiserv to uncover these incidents that its monitoring software had missed. However, Fiserv knew that this was unacceptable and that the sys­tem’s failure, combined with the need for manual intervention, increased Fiserv’s cost-of-poor-quality (COPQ) metric for the monitoring process, impacting the company’s bottom line.

Solution

A handful of team managers, including Tony Konczak, Senior Mainframe Sustaining Engineer, were enlisted to evaluate and choose a new solution able to provide a more flexible and efficient bill payment monitoring and fraud detection program that assured the performance, availability and reliability of these most critical client service offerings. Monitoring was essential to Fiserv in order to catch errors before they become a problem and impact service quality.

After Konczak and other members of the Fiserv middleware team considered offerings from five ven­dors, the company selected Nastel Technologies’ AutoPilot® solution as the option best able to meet the often-demanding criteria set forth in the hundreds of client service level agreements (SLAs) that Fiserv adheres to. The solution was implemented on a Microsoft Windows high availability configura­tion.

AutoPilot monitoring provides the visibility that enables Fiserv to immediately spot the difference be­tween “business normal” and “business abnormal” application states and meet its goal to catch errors before they become problems, increasing service quality. In an increasingly challenging and competitive business environment, the company required monitoring and SLA management for their bill payment and fraud detection applications, thereby preventing lost revenue due to poor performance.

In addition to these capabilities, Fiserv chose Nastel’s AutoPilot, known for the deep, granular-level information it provides, for its ability to provide top-down, big-picture views and on-demand drill down into problem details; its ability to proactively catch and quickly correct WMQ (IBM WebSphere MQ) before they interrupt or slow down production; its real-time performance trends and statistics; the product’s personalized business views and rules-based alerts; and its real-time status displays.

Benefits

“Unlike our former system, AutoPilot enables our company to detect infrastructure problems that could impact our bill payment and fraud applications on our UNIX, Linux and Windows platforms before they become full-scale problems,” Konczak said. “The solution’s proactive engineering efficiency reduces errors and overall risk, gives us the ability to more quickly verify our clients’ threshold values, lowers support costs and, in general, significantly enhances overall quality.”

With AutoPilot, Fiserv provides faster, more accurate monitoring of queue managers (QMGR), com­mand servers, repository managers, the dead letter queue, pub and sub brokers, listeners, Qdepth, and application process monitoring of OPPROCS and IPPROCS.

“AutoPilot’s Complex Event Processing engine implemented on MS SQL Server for proactive error determination, its flexibility in alerting, its enhanced message editing tool based on our specifications, and the product’s monitoring for the oldest message capabilities have truly provided the robust solution we needed to guarantee high availability for our applications and high service levels for our customers,” Konczak said. “We absolutely made the right choice.”

About Nastel AutoPilot

Nastel’s application performance monitoring solution, AutoPilot ensures the availability and performance of critical business applications via auto discovery, business transaction profiling, real-time monitoring, dynamic dashboards, complex event processing, application performance analysis, root cause analysis, proactive alerting and automated problem resolution.

Our customers in the line of business, development and IT utilize AutoPilot to guarantee high application performance, compliance, reduced user impact, fewer incidents, lower costs and greater productivity.

About Nastel

Nastel Technologies is a premier global provider of application performance monitoring and business transaction performance™ solutions for mission-critical applications. Nastel is a privately held company headquartered in New York, with offices in the U.S., the U.K., Germany and Mexico, and a network of partners throughout Europe, the Middle East, Latin America and Asia. For more information, visit Nastel’s website at www.nastel.com.