ISAM® Certificate Issue Found and Fixed to Restore App Uptime Fast | Insurance

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CUSTOMER PROFILE

4 million policyholders strong, our client is one of Northern Europe’s largest insurance companies, offering diverse coverages that include health, auto, home, life, child, boat and accident.

  • INDUSTRY:

    Insurance

  • COMPANY SIZE:

    Medium

  • LOCATION:

    Sweden

PRODUCT
  • IBM Security Access Manager (ISAM)

An expired ISAM certificate sitting deep in the stack went undetected by IBM.

THE PROBLEM

BLOCKED LOGINS – A COSTLY ERROR WITH NO AVAILABLE IBM FIXES

As is often the case for Origina clients, this company’s legacy estate hit an IBM certification snag on its road to modernizing its service to customers.

The Swedish insurance company had long been using IBM Security Access Manager (ISAM) to protect sensitive customer and company data located in its internal applications. As part of a digital initiative, it had added a mobile app to give customers direct access to insurance policies and claims information and to improve employee quoting and claims monitoring.

Any ISAM login issue would be very costly, with most business processes dependent upon the company’s mobile app uptime. So when staff and customers reported login issues, the IT team had to move quickly to prevent a possible financial and reputational crisis.

The company was already an Origina client, so when their IT engineers identified ISAM as the culprit, they knew they could count on our deep expertise in IBM legacy environments and ISAM interoperability issues to provide the quickest resolution. IBM had not identified this potential ISAM snag and had not released any fixes or offered documentation to help resolve the issue.

THE SOLUTION

IBM MISSED IT. WE FOUND IT AND FIXED IT.

Origina assigned an IBM product expert who quickly pinpointed the issue: an expired ISAM certificate. In fact, the company had already paid IBM for an ISAM certificate update, but there was a single component in ISAM that was still linked to the expired certificate, prompting a company-wide login error.

Origina’s ISAM experts walked the company’s team through removal of the old certificate and reconfiguration of a new one that would get the component – and the company – back up and running.

Origina IBM third party support saves client in a critical moment – restoring uptime to its busy customer and employee app

THE RESULT

The restoration of the company’s application – its gateway between brand and customers – saved our client in a critical moment and also demonstrated the viability of Origina’s IBM expert delivered third-party support model.

As a result Origina’s fix, the company was able to:

  • Restore company-wide operational performance fast
  • Save itself from potential reputational damages as well as loss of business
  • Retain the value of its innovation efforts and continue moving forward
  • Get outstanding IBM third-party support moving forward.


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