How G Bank Turns Application Monitoring into Business‑Driven Visual Operations

Introduction

ITIL divides IT service management into ten core processes and one management function, and most domestic banks base their operation systems on ITIL. In the incident management process, an incident is any deviation from standard operation that causes or may cause service interruption or quality degradation. G Bank’s incident discovery process, the construction of application monitoring, and the evolution toward visualized operations are discussed.

Traditional Monitoring Overview

Traditional application monitoring tracks processing performance, traffic, bandwidth usage, user behavior, channel sources, and service occupancy in real time. A table of common basic monitoring items is typically used (omitted here).

Key Metrics Defined by Google SRE

Latency : measures the time a service takes to process a request and send a response, helping detect slow services early.

Traffic : usually expressed as QPS (queries per second), indicating service demand and guiding scaling decisions.

Errors : measures failed client requests, identified via response codes or log keywords, and may require additional error‑logging logic.

Saturation : measures resource utilization (CPU, memory, network I/O) and signals when resources are nearing capacity, often reflected by increasing latency.

Tools such as Zabbix, Prometheus, and Grafana can be used to measure these four signals.

Pain Points of Traditional Monitoring

Focus on transaction‑centric metrics rather than customer‑centric outcomes.

Business and technical monitoring perspectives are not unified, leading to mismatched impact assessments.

The following image illustrates the visual‑perception mismatch:

When the IT monitoring platform reports service congestion, IT views it as a service issue, while business sees it as a payment ledger problem, leading to different urgency judgments and decision making.

G Bank’s Journey from Monitoring to Visualized Operations

To achieve the “first‑class wealth management bank” strategy, G Bank launched a visualized operations project aligned with digital transformation, enhancing security, operational governance, system availability, and supporting business development.

Key characteristics include joint monitoring requirements from business and IT, scenario‑based monitoring coverage, and end‑to‑end process management. Business monitoring visualizes transaction volume, customers, and merchants through nationwide heat maps, bar charts, and dynamic graphs.

Monitor business trends to forecast development direction.

Track customer behavior to boost transaction volume.

Real‑time monitoring enables rapid detection of functional issues and coordinated emergency response.

Risk and compliance monitoring uncovers hidden business risks for timely mitigation.

Regulatory compliance monitoring ensures 100% compliance with supervisory requirements.

For payment clearing, G Bank defines five domestic clearing scenarios (large‑amount payment, small‑amount payment, super‑online banking, CIPS, ACS) and foreign‑currency clearing scenarios. Unlike traditional monitoring that relies solely on technology staff, visualized operations involve business, development, and operations staff to define scope, metrics, and thresholds. The platform consolidates 123 key requirements across system monitoring, management, business management, analytics, and work management.

Visual dashboards provide comprehensive coverage of overall status, transaction volume, amount, and response rates.

Traditional monitoring focuses on point metrics, whereas business‑oriented monitoring emphasizes process management, hierarchical drill‑down, real‑time analysis, and automatic handling of exceptions.

Regulatory and internal assessment indicators are fully covered; abnormal business events trigger automatic notifications to branch managers for coordinated response.

Future banks need first‑principles innovation, shifting from transaction‑centric to customer‑centric models, achieving rapid problem detection, accurate business judgment, and enhanced customer experience through visualized operations.