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.
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:
Cross-Account Observability
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.
• 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.
• 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.
Event-Driven Incident Response
Swissport’s Amazon EventBridge architecture provides centralised, automated event management:
• 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.
• 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.
• This serverless solution scales effortlessly with event volumes, providing Swissport with a flexible, cost-effective approach to automated incident response.
Automated AWS Account Onboarding
Swissport automates the onboarding of new AWS accounts using AWS Service Catalog and CloudFormation:
• 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.
HaloITSM Integration Details
We customised HaloITSM for Swissport to enhance integration efficiency:
• A dedicated service user and a specialised ticket type for AWS alerts were set up to streamline ticketing workflows.
• 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.
Runbook Automation
Runbooks were designed to map AWS accounts and resources to Swissport’s resolver groups:
• Automatically creates detailed alert tickets in HaloITSM with account-specific information.
• Manages ticket lifecycle updates, providing Swissport’s teams with real-time status and resolution insights for each incident.
By combining forces, Swissport and Halo are pushing the boundaries of what’s possible with cloud management.