Company
Haleon is a global leader in consumer healthcare, focused on delivering trusted health solutions across categories like oral health, pain relief, and wellness. Driven by continuous research, innovation, and investment, the company works to make better everyday health more accessible to people around the world through products that are reliable, effective, and widely trusted. Operating at scale across geographies, Haleon relies heavily on stable, high-performing IT systems making efficient monitoring and NOC operations critical to maintaining service reliability and business continuity.
Challenges
Lack of Standardization Across NOC Processes
Haleon required a structured review of its existing application architecture and NOC operations to address inefficiencies in monitoring and governance. Alert fatigue, siloed systems, and manual interventions were impacting operational performance. Key challenges included:
- Excessive Alert Noise: High volumes of non-actionable alerts made it difficult for NOC teams to identify critical incidents, leading to alert fatigue and slower response times.
- Fragmented Monitoring Landscape: Multiple tools and disconnected monitoring workflows resulted in a lack of centralized visibility across systems and integrations.
- Heavy Dependence on Manual Processes: Manual intervention for validation and routine activities increased operational overhead and delayed issue resolution.
- Lack of Governance & Standardization: Inconsistent procedures across teams created audit risks and reduced overall process maturity.
- Limited Integration Visibility: Monitoring across integrations lacked a unified view, making it harder to trace issues end-to-end.
Goal
To establish a structured, scalable NOC optimization framework that reduces alert noise, centralizes monitoring visibility, standardizes governance, and minimizes dependency on manual interventions while improving operational efficiency and audit readiness.
Haleon partnered with Aelum to replace fragmented monitoring with a structured NOC framework, bringing clarity, control, and efficiency to IT operations.
What Solution we provide
A Governed and Scalable NOC Operating Model
Aelum conducted a comprehensive Strategic Architecture Review and NOC Optimization engagement, working closely with Haleon’s teams to assess existing systems and define a future-ready monitoring strategy. The key solutions delivered were:
- End-to-End Architecture & Monitoring Assessment: Detailed evaluation of application architecture, alert patterns, monitoring tools, and operational workflows to identify inefficiencies and improvement areas.
- End-to-End Architecture & Monitoring Assessment: Detailed evaluation of application architecture, alert patterns, monitoring tools, and operational workflows to identify inefficiencies and improvement areas.
- Correlation & Intelligence Enhancements: Improved alert correlation mechanisms to group related alerts and surface actionable insights for faster incident resolution.
- Standardized Governance Framework: Defined procedures and governance controls to ensure consistency, audit readiness, and operational discipline across NOC processes.
- Centralized Monitoring Visibility: Recommendations to unify monitoring views across systems and integrations, enabling a single source of truth for NOC teams.
- Reduction of Manual Dependencies: Optimized workflows to minimize manual validation and intervention, improving turnaround times and operational efficiency.
ServiceNow Tech Stack Used For:
ServiceNow ITOM (Event Management, Service Mapping, Discovery), CMDB Optimization, Alert Correlation & Suppression Strategy, Monitoring Architecture Review, Governance Framework Design, Performance Analytics, Reporting & Dashboards
Outcomes
Following the engagement, Haleon achieved measurable improvements in NOC performance, governance, and operational efficiency:
Significant Reduction in Alert Noise: Elimination of redundant alerts enabled teams to focus only on high-priority incidents, improving response quality.
Improved NOC Efficiency: Streamlined workflows reduced unnecessary manual intervention and accelerated incident resolution.
Stronger Governance & Audit Readiness: Standardized processes improved compliance, accountability, and audit preparedness.
Enhanced Monitoring Visibility: Centralized insights across systems enabled faster root cause analysis and better decision-making.
Operational Overhead Reduction: Automation and optimized processes reduced the burden on NOC teams, allowing them to focus on strategic tasks.
Impact
Identified critical alert patterns and implemented effective suppression strategies
Standardized processes with stronger audit and compliance readiness
Optimized workflows with reduced dependency on manual interventions
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