,

Customer Story: How PIMCO Uses Lakeside SysTrack to Proactively Prevent IT Problems

Play

When something breaks, your team needs the real story—not a guess

At PIMCO, a poor digital experience used to mean a support ticket, a few third-party tools, and an engineer who happened to remember what broke last time. Chris Kern, VP of Infrastructure, had been solving problems that way for over two decades—and knew it wasn’t sustainable for a financial institution where disruption has a real cost. He needed a way to go from complaint to root cause in minutes, and to walk into his leadership’s office with an answer he could defend without hedging.

“My perspective is if you don’t have the data, then you can’t tell the story.”

— Chris Kern, VP of Infrastructure, PIMCO

The problem before SysTrack

  • Third-party tools got their team “into the parking lot” of an issue—the general area, not the exact spot
  • Root cause analysis depended on tribal knowledge that was hard to find and harder to hand off
  • Every unresolved ticket risked “a dark rabbit hole of misinformation” inside the organization

What changed with SysTrack

  • SysTrack Black Box and Resolve let PIMCO go back in time and match a complaint to the data in minutes
  • Change correlation—an Office update, a security patch—surfaces visually instead of sitting buried in logs
  • Automated ServiceNow tickets carry the context a help desk engineer would otherwise have to dig for themselves