Building a Self-Healing Enterprise: How Clal Insurance Overhauled IT Reliability with Resolve

Organization Profile

Industry: Insurance and Long-Term Savings
Company Size: 4,400+ Employees
Region: Israel
Services: Life insurance, pensions, provident funds, general (non-life) insurance, credit cards & financial services

Achieving Reliability in a High-Stakes, Always-On Business

Clal Insurance is one of Israel’s largest and most trusted insurance and financial services organizations, serving millions of customers across life insurance, pensions, savings, and general insurance. As a data-intensive, service-critical enterprise, Clal needs a highly reliable IT ecosystem to keep core applications, customer-facing portals, and business processes running 24/7.

But nearly two decades ago, when CTO Haim Inger joined the organization, reliability was a daily struggle because the company’s digital platform was running on outdated technology. A full restart of the environment required one hour of downtime, and only one employee knew how to even diagnose the issue, let alone apply a more efficient fix. When that expert wasn’t available, the business simply had to wait.

Inger implemented Resolve as a means of capturing this knowledge and making it repeatable. In just two weeks, Clal had its first end-to-end automated workflow: intelligent log analysis that detected the failure condition and instantly executed the targeted repair. Outages that once consumed hours of productivity disappeared overnight.

“It just worked,” Inger recalled. “And since then, it has actually become our go-to tool in every automation or operation that we need within our company.”

Turning Resolve Into Clal’s Operational Nerve Center

What began as a tactical fix quickly became a higher-level strategy. Over the next several years, Clal adopted Resolve as its central automation platform for IT operations, business process monitoring, and system remediation. Today, the organization runs Resolve across more than 1,500 servers and thousands of endpoints, automating thousands of workflows and adding new ones every week.

Instead of deploying specialized tools for every new operational challenge, Clal now uses Resolve as the unifying layer that:

• Monitors critical business processes end-to-end
• Integrates with existing monitoring and observability tools
• Executes corrective action automatically
• Alerts teams when deeper, human-driven investigation is needed

Inger describes Resolve as a platform that enables his developers to focus on strategic governance, and to only invest time in manual fixes when it’s absolutely necessary.

“When Resolve sees a problem, it alerts the appropriate people that the problem exists.” Added Inger. “It tells the appropriate people if fixing the operation was successful or not.”

This approach speaks to the power and time savings of automating lower-level tasks, making IT a more fulfilling and creative pursuit for human operators than without intelligent automation and orchestration.

Preventing a 25,000-Query Backlog Before It Hit the Call Center

One of the most impactful examples of Resolve’s value emerged during an upgrade to a core life insurance system. A misconfiguration caused outbound customer communications to silently fail for an entire month. When a subsequent version deployed, more than 25,000 queued queries were suddenly released within one hour, flooding the call center.

To ensure such an incident could never happen again, Clal implemented a simple Resolve workflow: if the relevant system doesn’t send at least one customer communication within a defined interval, the appropriate teams are alerted immediately. This automation is now a key safeguard preventing service interruptions and operational crises.

Even more importantly, it reflects a broader cultural shift at Clal: anticipating what can go wrong and using automation to catch it early.

Nightly Self-Healing for 4,000 VDI Machines

Among many other functions, Clal also uses Resolve to maintain one of the largest VDI environments in Israel. The organization refreshes 4,000 virtual desktops from clean images each night. However, as with any large-scale provisioning process, 1% of these desktops (typically 30 to 40 of them), would initialize incorrectly due to timing issues with domain controllers or registry components.

Before Resolve, each failed desktop generated a support ticket and 30 minutes of productivity loss between the end user and the service desk analyst. Today, Resolve continuously monitors more than 70 health indicators across all VDI machines. When a desktop is misconfigured, Resolve removes it from the production pool and triggers VMware to recreate it automatically.

This automation alone saves the company 20 productivity hours daily and ensures that employees can begin work each morning without interruption.

“When Resolve looks at those PCs 24/7 and recognizes a misbehaving one, it just removes it from the production pool and gives VMware an order to recreate that PC from scratch,” Inger explained. “It saves me about 40 help desk calls a day.”

Protecting Regulated Processes and High-Value Workflows

Clal’s regulatory environment demands precise execution of time-sensitive business processes. One example is the national pension clearinghouse, where Clal must respond to customer inquiries within a strict three-hour SLA to avoid heavy fines.

Clal leveraged Resolve to build a full end-to-end monitor for this process in just two hours, giving the organization complete visibility into whether queries are flowing, whether systems are responding, and whether SLA thresholds are at risk. If an issue arises, Resolve remediates it automatically or alerts the correct teams before a breach can occur.

Resolve also supports dozens of other critical processes, including:

• Auto-restarting stuck conversion servers across a fleet of 40 legacy archive systems
• Monitoring for memory leaks and applying safe resets to keep applications healthy
• Validating workstation compliance and automatically remediating configuration gaps

Clal’s automations now touch nearly every corner of IT and business operations, creating a resilient ecosystem where issues are resolved before they have a chance to impact customers.

Automation That Scales Without Headcount

Despite the vast scope of automation across thousands of workflows, servers, and desktops, Clal is able to run its entire Resolve environment with no additional headcount. The result is enterprise-wide automation without the staffing overhead typically associated with such scale.

Inger summarizes it best:

“The amount of technical people using the Resolve tool... is actually just one person.”

Ready to Harness the Power of Zero Ticket IT?

Check out Resolve Actions to discover how intelligent automation and AI agents like RITA can transform IT and HR service delivery, or request a custom demo to learn more about how you can achieve Clal’s results for your own organization!