Overview Europ Assistance is a worldwide company that provides a range of insurance and as- sistance products for motorists, travelers and homeow-ners, including roadside assistance in Europe. The company’s operation center in Italy handles more than three million customer calls annually. Challenge Europ Assistance’s customers rely on its ser- vices 24 hours a day, 365 days a year, which in turn means Europ Assistance relies heavily on its information and communications technol- ogy (ICT) systems. In the event of a problem, the company must be able to rapidly restore normal service levels. Europ Assistance uses numerous distinct sys- tems and applications that are dependent on multiple technologies. The company lacked an enterprise-level monitoring environment and relied on

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