Customer Story · Financial Services
NISA Investment Advisors, LLC is a St. Louis-based investment management firm providing fixed income, derivative overlay, and equity portfolio management services to institutional clients. In a business where every minute of downtime can matter, NISA’s IT operations team needed an alerting platform that could keep pace without adding complexity for the people on call.
NISA chose AlertOps to replace its previous alerting tool, building a tightly integrated experience with ServiceNow that gives the team visibility into issues earlier, before they ever become full-blown incidents.
NISA Investment Advisors, LLC is a St. Louis-based investment management firm providing fixed income, derivative overlay, and equity portfolio management services to institutional clients. In a business where every minute of downtime can matter, NISA’s IT operations team needed an alerting platform that could keep pace without adding complexity for the people on call.
NISA chose AlertOps to replace its previous alerting tool, building a tightly integrated experience with ServiceNow that gives the team visibility into issues earlier, before they ever become full-blown incidents.
Early Warnings Went Unseen
Early warning signs were easy to miss, since the team’s previous tool only surfaced things after they became incidents, not before.
Noise Without Fine-Tuning
Getting the right alert to the right person, on the right schedule, took manual coordination rather than something the tool handled automatically.
Manual Routing Coordination
Nurses, surgical technicians, and physicians had to contact multiple representatives before reaching the appropriate specialist.
“We were looking for a solution that allowed us to page off of alerts instead of incidents – pulling a lot of our process alerting back to the alert phase instead of letting it become a full-blown incident. It’s helped us sort out our metrics, our MTTR, and things like that. We like using it, it’s very simple to use. We used another product for a while, and the transition has been really simple.”
— Joe DeMaro, IT Manager, NISA Investment Advisors, LLC
Alerting that starts before the incident does
AlertOps connected directly into NISA’s ServiceNow environment, giving the team a clean way to route both alerts and incidents through the same platform; each handled on its own track, so lower-priority signals get to the right team without generating unnecessary noise for everyone else.
The right alert, to the right team, automatically
With flexible, configurable escalation logic, NISA can route issues based on severity and timing without manual intervention giving different teams visibility into exactly the alerts relevant to them, at the moments they need it.
Two-way sync with ServiceNow
Actions taken in ServiceNow and AlertOps stay in sync automatically, so closing an issue in one system reflects in the other, cutting down on manual reconciliation and keeping records consistent across both platforms.
Looking ahead: Status Hub
NISA has also gotten an early look at Status Hub, AlertOps’ status page product, as a way to centralize incident communication more broadly, giving stakeholders a single, clear view of system status beyond what’s possible with ServiceNow alone.
NISA and AlertOps continue to work together to expand this ServiceNow-integrated alerting approach, with Status Hub on the radar as a next step for giving stakeholders even greater visibility into system health.
57K+
Peak monthly events
2-way
Real-time ServiceNow sync
Industry
Size
Mid – Size
Location
St. Louis, MO, US
Products Used
Alert Routing
On-Call Scheduling
ServiceNow Integration
Status Hub (early access)
How WCAtech cut alert noise by 90% and took back control of on-call escalations.
