Upgraded in Place:
Modernising IT Operations for a Leading Public Sector Bank
How a phased, end-to-end upgrade of the bank's complete IT Operations Management suite — across production, disaster recovery and non-production — was delivered without disrupting critical banking services.
ITOM Platform Modernization
Zero-Disruption Rollout
Banking · Public Sector
The Context & Problem
You can't pause a bank to fix its tools.
One of India's premier Public Sector Banks — 8,000+ domestic branches, 20+ international branches, over one crore customers — runs its mission-critical operations on an enterprise-grade data centre with a full disaster-recovery facility. But the IT Operations Management platform watching over all of it was running on legacy versions nearing or past end-of-support: no more vendor patches, no more security updates, rising operational risk.
The symptoms were everywhere. The platform strained under a growing estate of servers, network devices, databases, applications and cloud workloads, slowing event processing when speed mattered most. Operations teams waded through duplicate and non-actionable alerts to find genuine incidents. Asset and configuration data drifted out of sync across systems, leaving outdated inventories and blind spots in infrastructure dependencies. And every integration — ITSM, authentication, notifications, reporting — grew harder to maintain as the environment evolved.
The mandate: modernise the entire ITOM suite — monitoring, event management, automation and orchestration, asset and configuration management, service discovery — while the bank kept banking. No pause, no disruption.
Our Solution
Modernised at national scale, without missing a beat
8,000+
Domestic branches
20+
International branches
0
Disruption
Kudzu Infotech executed the program end to end: environment assessment, architecture review and compatibility analysis, upgrade strategy and solution design, infrastructure readiness, installation and configuration, data migration, integration validation, performance tuning, UAT, production rollout and post-implementation support. The upgrade spanned production, disaster recovery and non-production environments, delivered in phases with well-defined rollback plans and rigorous testing at every gate.
Beyond like-for-like modernisation, the engagement made operations smarter: intelligent event correlation and alert optimisation cut through event noise, while automated health checks and workflow automation took routine tasks off the team's hands — accelerating incident detection and resolution and freeing IT teams for high-priority work. Vendor-supported versions with the latest security enhancements, patches and configuration best practices strengthened the bank's security and compliance posture across the board.
Full-Suite Upgrade at Scale
The complete ITOM toolset — infrastructure and network monitoring, event management, automation and orchestration, asset and configuration management, service discovery — upgraded across every environment in a phased rollout with rollback plans and rigorous UAT.
Intelligent Operations
Intelligent event correlation and alert optimisation replaced noisy legacy monitoring, while automated health checks and workflow automation for routine tasks reduced manual intervention and sped up incident detection and resolution.
Integration & Compliance
Integrations with the bank's ITSM platform, enterprise authentication, notification systems and reporting were upgraded and validated for seamless interoperability — on vendor-supported versions with current security patches and hardening.
The Impact
The real work was making the invisible visible
The hardest part wasn't teaching an agent to click through SAP. It was uncovering the decisions hidden inside the process: the exceptions, the customer-specific rules, and the moments where someone needs to take over.
By turning that tacit knowledge into editable policies and clear human handoffs, we could automate work without pretending that every decision should be automated.
The result wasn't just an agent that could do the job. It was a workflow that could finally be taught, measured, and improved.
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