A Global Financial Institution Leverages IT Service Management for Better User Experience & Cost Optimization
Our client is one of the leading global financial institution that was running its IT Helpdesk using a basic ticketing system. IT and operations team were using two different helpdesk solutions working in isolation. This resulted in duplicate tickets and lack of visibility on issues and request.
The customer was also having tough time tracking and managing software and hardware assets due to their footprint across 31 countries and close to 800 branches.
Business Scenario
Our client’s main objective was to efficiently handle their users incidents and requests and provide a better service (for all locations). They also wanted to configure processes based on Industry best practices. Intertec pitched the Ivanti Service Management software, comprising of the following modules (Incident, Problem, Change, Request, Configuration, Service Level Management, knowledge base, etc.).
With a specialized Ivanti Service Management tool, they could ensure their end users were presented a simple, easy to use, mobile friendly interface. They were provided option for creation of Incidents, service requests and had options to search the knowledge database, reducing the pressure on the support team.
Challenges
- Disconnected IT & Operations
- Prioritization of calls
- No proper updates to end users
- Lack of visibility on assets
- Optimize cost on software licenses
Tool & Technologies
- Ivanti Service Management for IT Processes (Self Service, Incident, Problem, Change, Request, Knowledge Base, Configuration Management)
- Ivanti Asset Manager for Asset lifecycle management. (around 6000 assets)
- Ivanti License Optimizer for software license management
Self Service - Dashboards and Reports for management reporting
In their old environment, which was a ticketing system, the IT and operations used to create 2 different tickets for an issue which needs involvement from both the departments. The IT Team was supporting multiple business units spread across multiple locations. They recognized the need to have a unified tool which could collect all incidents/requests at a central location and efficiently route them to the right team based on the nature of requests.
With the proposed solution, our client experienced overall tool simplicity, with no dedicated administration required. Further, the scalability of tool helped them to have unified processes across IT and Operations. An integrated ITSM and ITAM (HAM & SAM) is a key differentiator of our solution.
Solution
Intertec’s team of Ivanti specialists worked on developing an ITIL aligned system with the perspective of standardizing Processes across the organization. The processes defined in the system was based on the workshop conducted with business stakeholders. Intertec consultants ensured that the finalized processes are aligned with the industry best practices.
The solution also included automatic discovery of assets across locations where it performs agent based discovery for endpoints and agentless for servers. The new service management system was seamlessly integrated with the asset management system for capturing inventory details, giving a 360 degree view of asset for the support analyst.
This was an organization wide single service desk implementation through which the support teams were able to collaborate well and provide a faster resolution.
After the implementation of the Service Desk tool, our client was able to achieve higher service levels and have seen a major drop in direct calls to IT due to self service implementation. They were able to provide better reporting to management on the utilization and performance of IT and operations team.
Result
- Better End user Experience
- Self Service Capability for End users
- Visibility & Control across support teams
- Effective reports & analyses
- Quick Approvals for IT & Service Requests
- Optimize cost through effective ITAM