Enterprise Major Incident & Monitoring Communications in Banking

The Challenge

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Managing Major Incidents Across a Global Banking Environment

Citi operates in a highly regulated, high-availability financial environment where operational downtime, delayed response, or missed communications can have significant business and compliance implications.

The organisation required:

• A governed and automated Major Incident Management (MIM) communication system
• Real-time Monitoring Event (MON) notifications
• Integration with existing IT Service Management (ITSM) systems
• A secure on-premise deployment model
• 24/7 enterprise-grade support

Traditional notification methods lacked:

• Automation
• Integration with Service Management (ITSM) workflows
• Rota-based escalation
• Governance controls
• Auditability

-> Crisis communication software for finance and banking

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The Solution

Heed worked alongside Citi to architect and implement a custom on-premise solution.

The solution integrates directly with:

• ServiceNow
• Netcool (via Tibco)
• Internal monitoring infrastructure

It was designed specifically to support:

• Major Incident Management (MIM)
• Monitoring Events (MON)
• Automated rota-based escalation
• Governed enterprise notification workflows

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Core Components

Major Incident Management (MIM) Module

Automates communication during major incidents, ensuring:

• Support teams are alerted immediately
• Correct escalation paths are followed
• Notifications are governed and auditable

-> IT outage notification software for enterprise teams

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Monitoring Module

Processes monitoring events and automatically routes alerts to appropriate stakeholders based on predefined rules and rotas

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Tibco & ServiceNow Integration

The implementation at Citi integrates seamlessly with ServiceNow and Netcool via Tibco, embedding Heed directly into ITSM workflows

-> Find out more about Heed's Integration capabliity

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Enterprise Support Model

Given Citi’s global operations, Heed implemented an enhanced 24/7/365 SLA ensuring incident communications remain supported around the clock.

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Governance & Compliance

As a global financial institution, Citi required:

• On-premise deployment
• Strict governance controls
• Escalation visibility
• Defined severity response times
• Auditability of notifications

The Heed platform aligned with these requirements through structured approval layers and severity-based SLA response frameworks

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The Impact

Citi achieved:

• Automated, governed major incident communication
• Reduced manual escalation overhead
• Faster acknowledgement of critical events
• Improved coordination across global support teams
• Enterprise-grade compliance alignment

Heed became a strategic part of Citi’s IT operational communication framework.

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