CJC Reduced Incident Ticket Creation by 42%

LONDON, 20 SEPTEMBER, 2023 – Crown Jewels Consultants (CJC), the award-winning and leading market data technology consultancy and service provider, is proud to disclose that their global 24/7 operational support team has successfully reduced the number of client-generated incident tickets by 42%, enhancing client performance and system reliability as a result.

Source: CJC - No. of Incident Tickets From a Single Client's Service.

Revealed during the 2023 town hall, alongside meeting service level agreements (SLAs) targets and key performance indicators (KPI) for clients globally, the reduction of most of our services’ incident numbers was achieved by focusing on in-depth problem management to address underlying issues. This was complemented with projects to manage changes in clients’ infrastructure.

The team applied multiple techniques to accurately identify the underlying issues in the infrastructure, which enabled senior engineers to improve and enhance the infrastructure.

Problem management and change management go hand-in-hand to identify issues and implement long-term fixes in managed systems. Our service to our clients does not stop at Incident management but continues in a focused manner to enhance the stability of the infrastructure.

CJC's technical Managed Service teams support real-time market data infrastructures for the world's leading market data providers, exchanges, vendors, investment banks, brokers and buy-side institutions. Our hundreds of clients are supported by our global, 24x7 IT teams. CJC is powered by specialist expertise, underpinned by a world-class IT Service Management framework.

See CJC's Managed Services

The 42% ticket creation reduction coincides with CJC's recertification of ISO 27001:2013. The team will aim to comply with ISO 27001:2022, the latest incarnation of the security standard, in 2024 and includes the Digital Operational Resilience Act (DORA).

Gina Wee, Chief Information Officer at CJC, said, “Keeping our clients’ at the centre of our service, we strive to increase stability and efficiency in the managed infrastructure. By proactively reviewing resolved issues and working with our team of engineers and project managers, we apply necessary changes to the managed infrastructure to lower the number of incidents in the future.”

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For more information, contact:

The Communications Team

Tel: +44 (0) 203 328 7600 | Email: [email protected]

About Crown Jewel Consultants (CJC)

CJC is the leading market data technology consultancy and service provider for global financial markets. CJC provides multi-award-winning consultancy, managed services, cloud solutions, observability, and professional commercial management services for mission-critical market data systems. CJC is vendor-agnostic and ISO 27001 certified, enabling CJC’s partners the freedom to focus on their core business. 

About ISO 27001

ISO 27001, formally known as ISO/IEC 27001:2022, is an information security standard created by the International Organisation for Standardisation (ISO), which provides a framework and guidelines for establishing, implementing and managing an information security management system (ISMS).

About the Digital Operational Resilience Act (DORA)

The Digital Operational Resilience Act, or DORA, is a European Union (EU) regulation that creates a binding, comprehensive information and communication technology (ICT) risk management framework for the EU financial sector. DORA establishes technical standards that financial entities and their critical third-party technology service providers must implement in their ICT systems by January 17, 2025 (IBM).