Reliable incident alerting for critical IT systems at German health insurance pr

Debeka

Debeka is a German insurance group headquartered in Koblenz. In 2020, Debeka served nearly 7.1 million customers through a network of approximately 280 offices, managed by 25 regional offices. The premium volume was 11.44 billion euros. The health insurance association is the largest private health insurer in Europe, with more than 2.4 million fully insured customers.

Debeka’s IT monitoring monitors both the critical IT infrastructure with more than 4000 VMs and critical applications and services, e.g. customer applications. Debeka IT is the basis for core applications of the insurance business. In the event of critical disruptions, it is, therefore, necessary to respond promptly and 24/7.

Before the introduction of Enterprise Alert, Debeka used a solution developed in-house. In order to reduce maintenance and servicing costs and to avoid having to use its own capacities for further development, Debeka opted for a purchased solution. The solution had to be flexible enough to take over the existing processes, but also offer additional functions and be future-proof. In addition, the product should have a GUI.

Enterprise Alert met all of Debeka’s requirements. It is connected to Micro Focus OpsBridge Manager and communicates critical events and faults in a mobile and fully automated way. There are 26 IT teams with different responsibilities with over 300 employees who are reliably alerted via SMS, call and email while on call.

Repeated calls ensure that there is a response from the person on call. The acknowledgment function of Enterprise Alert offers a high added value here, as it is possible to see in real-time and digitally whether a fault is being dealt with. This acknowledgment is also sent to OpsBridge Manager so that the alarm status is visible in this system. Enterprise Alert is also connected to Micro Focus Service Manager to automatically create tickets when critical incidents occur.