Swissport’s Centralised AWS Alarm Management with HaloITSM Integration

As industry leaders, Swissport is all about driving operational excellence through smart, innovative solutions; and by working together with HaloITSM, they’re setting new standards for cloud infrastructure management – making operations more efficient, reliable, and safe.

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Their latest achievement? A cutting-edge integration between AWS services and HaloITSM that enhances efficiency, boosts safety, and ensures seamless cloud operations across Swissport’s global infrastructure. Here’s a peek at how it all comes together:

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Cross-Account Observability

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Swissport created a Central Monitoring Account within their AWS Landing Zone to centralise the monitoring of telemetry data (logs, metrics, and traces) across their AWS environment.

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• CloudWatch Alarms in each member account that monitor thresholds and performance issues in real-time, capturing details like account ID and resource ARN for precise incident tracking.

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• The CloudWatch Cross-Account Observability Dashboard enables Swissport to search, visualise, and analyse data seamlessly across accounts, offering a holistic view of their cloud ecosystem.

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Event-Driven Incident Response

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Swissport’s Amazon EventBridge architecture provides centralised, automated event management:

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• A centralised EventBridge Event Bus processes events from all AWS accounts, ensuring real-time visibility. When an alarm triggers in CloudWatch, EventBridge routes the event to an AWS Lambda function.

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• The Lambda function then pushes the alarm details to HaloITSM through a REST API, automatically logging incidents with comprehensive data. This ensures swift assignment to the correct resolver group, aligned with Swissport’s SLAs.

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• This serverless solution scales effortlessly with event volumes, providing Swissport with a flexible, cost-effective approach to automated incident response.

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Automated AWS Account Onboarding

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Swissport automates the onboarding of new AWS accounts using AWS Service Catalog and CloudFormation:

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• CloudFormation templates define the infrastructure and configurations for CloudWatch alarms and EventBridge setup. When a new account joins Swissport’s AWS Organisation, these templates deploy automatically, ensuring new accounts are immediately equipped with the necessary monitoring and response capabilities.

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HaloITSM Integration Details

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We customised HaloITSM for Swissport to enhance integration efficiency:

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• A dedicated service user and a specialised ticket type for AWS alerts were set up to streamline ticketing workflows.

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• Halo’s REST API automates ticket creation, ensuring each alert includes relevant AWS data and is assigned to the appropriate support team for faster resolution.

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Runbook Automation

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Runbooks were designed to map AWS accounts and resources to Swissport’s resolver groups:

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• Automatically creates detailed alert tickets in HaloITSM with account-specific information.

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• Manages ticket lifecycle updates, providing Swissport’s teams with real-time status and resolution insights for each incident.

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By combining forces, Swissport and Halo are pushing the boundaries of what’s possible with cloud management.

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