24/7 operation and support
Around‑the‑clock monitoring
and assistance to ensure
uninterrupted service
Continuous integration
From development to
production, full lifecycle
support for all integrations
Streamlined deployments
Reliable deployment processes designed for fast and secure releases.
99.5% service uptime
High‑availability operations to
keep critical systems running without disruption.
Challenge
A pan-European pharmaceutical logistics company faced a critical decline in service quality and rising costs within its IT integration and application management services. These issues were largely attributed to an outdated contractual model with their previous service provider, which could no longer support the high-stakes demands of a 24/7 logistics environment. The existing infrastructure, which utilized Axway B2B and WSO2 API Manager to deliver shared EDI and API services across Europe, required urgent modernization to remain stable.
To safeguard their complex operations, the client needed a partner capable of transitioning these critical services without causing disruption. The primary objective was to move to a more stable, cost-efficient framework that ensured strict compliance with ITIL v3 standards and healthcare data regulations like GDPR. The challenge lay in bridging the gap between legacy middleware and the modern, high-speed requirements of the pharmaceutical supply chain.
Solutions
Albocensa implemented a “Managed Services Blueprint” designed for a seamless transition from the incumbent supplier through three phases: “AS-IS” assessment, “TO-BE” environment setup, and a “Handover and Hypercare” period. This approach provided a 24/7 L2/L3 Application Operations Framework that offered round-the-clock management of the client’s integration ecosystem. By utilizing EU-based delivery, Albocensa ensured the new environment was fully compliant with high-level regulatory standards.
The framework focused on modernizing the operational structure to align with the client’s strategic digital transformation goals. This included the creation of a stable, high-performance environment with 24/7 shift operations and multi-level support structures. These ITIL-compliant processes were optimized for reliability and scalability across all of the client’s European operations.
Technologies
The technology stack was carefully curated to meet the intensive demands of the pharmaceutical industry. Core integration was handled by Axway B2B for EDI platforms and WSO2 API Manager for API governance. Additionally, WSO2 Micro Integrator was deployed as a lightweight runtime to manage service orchestration and mediation efficiently.
For monitoring and operational management, the ELK Stack was used for centralized logging and troubleshooting, while Grafana provided real-time visualization and performance dashboards. ServiceNow was integrated to handle incident, change, and request management. The stack also included NiceLabel for automated label management and Jenkins to drive CI/CD automation for building and deploying new integrations.
Innovations​
A key innovation in the solution was the implementation of Intelligent Event Automation. This system was designed to significantly reduce “alert fatigue” by automatically processing high-priority events and preventing unnecessary system feedback loops. This allowed the support team to focus on critical issues while maintaining constant, expert oversight of the infrastructure.
Furthermore, Albocensa introduced several core components to enhance proactive management, such as an Integrated Risk Catalogue and Standard Maintenance Procedures. These innovations focused on the prevention of avoidable downtime and enhanced system longevity. By automating notification triggers and incident escalation, the framework ensured a faster and more reliable response to technical hurdles.
Team Structure
The project was executed by a small, highly efficient team that emphasized a streamlined structure for close collaboration. This setup allowed for a tight feedback loop between development and quality assurance. Developers focused on building and integrating system features, while QA specialists provided continuous validation of functionality to identify issues early.
Results
The transition to Albocensa’s model resulted in significant cost efficiency, achieving a 35% cost reduction for the client. Operational stability improved dramatically, with a marked decrease in critical incidents and downtime. These improvements led to increased customer satisfaction and an expanded strategic partnership, with the client requesting further service scopes.
Beyond financial gains, the project delivered high-quality reporting through daily standups and monthly reports, providing the client with clear visibility into their operations. Compliance was fully addressed through GDPR-compliant procedures and strict adherence to Service Level Agreements (SLAs). Ultimately, the project moved the client from declining service quality to a state of operational excellence.
