Executive Summary

With 2,800 professionals, PrimeLending is a Dallas-based residential mortgage originator with more than 290 locations in 44 states. After seeing the business benefits of System Center suite, PrimeLending requested Sparkhound provide greater visibility into its infrastructure health status and enable proactive resolution capabilities for more than 4,000 devices and systems.


After becoming a public entity, PrimeLending needed greater insight into its existing infrastructure while providing the IT Infrastructure Group with proactive monitoring and downtime mitigation proficiencies. With limited IT resources, PrimeLending needed a partner to create a robust systems and monitoring solution that could: Identify resource bottlenecks causing performance and application issues, and create custom alerts when resources might cause downtime Create dashboards for visual insight into infrastructure environment in real time with a user-friendly user interface Provide daily reports on branch sites, outages and overall system complianceIdentify hardware and software in use across the network.


Sparkhound consultants developed a customized management plan to quickly and efficiently remediate issues within PrimeLending’s infrastructure and monitoring systems: Provided support and additional configurations for the existing System Center Configuration Manager environment, while implementing Operations Manager to improve workflows and decrease resolution time for system and application issues Utilized Live Maps for a custom enterprise visualization solution that enabled network admins to view remote branch locations and critical business applications on multiple monitors around the building Provided training and knowledge transfer on monitoring capabilities, reporting features and customized view sets to the IT staff


The new network and monitoring system resulted in fewer outages and issues from end-users, as well as empowered PrimeLending’s IT Division to be more proactive and efficient in addressing issues. The solution put in place by Sparkhound provided a higher degree of granularity during troubleshooting and immediate problem resolution by implementing Operations Manager’s custom alerting and application features. Due to Sparkhound’s continued commitment to technical excellence and to supporting PrimeLending’s Infrastructure Team, Sparkhound is now working with the company to improve its internal ticketing system for optimal incident, asset and change management.