Bank Saint Petersburg
–one of the largest regional banks in Russia competed the final phase of a
comprehensive project to modernize IT department's management system. The
project is being implemented with the help of the OMNITRACKER platform
(OMNINET’s software) integrated into the bank's infrastructure by Cleverics.
The introduction of the platform helped Bank Saint Petersburg to significantly
reduce its IT-related operational risks.
‘Inside our department 137 employess are responsible
for the operability and continuity of several thousand hardware units and about
150 information systems. That is why we needed not only to automate our IT
processes, but to build a system that would structure the operations of the IT
department as well − to regulate and optimize the system so that the
information about its operation allows us to make the right management
decisions,’ explains Maxim
Zubaha, Deputy Director of IT, Bank Saint Petersburg. ‘When
the bank decided on a course of comprehensive modernization of its IT processes
management system, it organized a competition among consulting companies to
propose the introduction of a process model and software from a single
supplier. The main selection criteria were as follows: the company's
representation in the market, implementing similar projects in the banking
sector experience, positive recommendations, certified specialists and the cost
of the consulting and software. The winner of the competition proposed building
a new IT management system around the OMNITRACKER solution."
A three-stage project
was launched in 2008. First of all, the basic management architecture was
created which included incident management, problem solving procedures, and
optimization and control processes ensuring measurability of the system and
current tasks support.
The second stage,
which proved to be the most difficult, was aimed at implementing the change and
configuration management, i. e. at related to the design operational risks
management and information systems’ implementation.
The final stage of
the project − creating a service catalog, concluding the agreements and
managing service levels.
Automation at all
three stages was supported by the OMNITRACKER platform providing great
functionality expansion capabilities. Most importantly, this enabled Bank Saint
Petersburg to achieve a new qualitative level regarding internal IT requests
processing. Until this the request processing system depended solely on the
e-mail facilities, which frequently led to a break between the first and second
lines of support and to a delay in resolving issues. Moreover, the majority of
other business processes were not described or recorded in documents, which
meant that across separate departments the same operations could be carried out
in different ways, becoming a source of internal conflicts.
Now requests to the
bank's IT service are processed in a way that is transparent for users who are
able to track the progress on their request and the time frames for resolving
issues. Requests cannot get lost, and a response to each request is mandatory.
In this case bank employees who create a request on the system, use the same
tools for interacting with the IT department as in the past – e-mails and phone
calls to the support service. In turn dealing with requests has become much
more convenient for the bank's IT specialists in so far as the new system
offers the possibility of planning time and setting priorities. What's more,
the IT department has received qualitative and quantitative operation indicators
as OMNITRACKER reflects the volume of received requests, the number of problems
arising in the network and the speed with which they are resolved.
‘The project implemented at Bank Saint Petersburg
demonstrates how the OMNITRACKER platform's functionality responds to the
specific requirements of the banking business,’ adds Michael Dobner, CEO of
OMNINET Russia and CIS. ’The flexibility
of our solution supports both long-term plans implementation and real-time
adaptation of IT management system in line with the changing requirements.’
About the
Companies
OMNINET (www.omninet.ru) is a
Russian subsidiary of the leading provider of software solutions for automated
IT services based on the recommendations of ITIL in Europe. The company was
founded in 1993 inGermany; it has offices in Vienna, Brussels, theHague and
Bern. Since 2007, OMNINET has been actively developing its business in Russia
and CIS countries. OMNINET customers include Siemens, Union Investment,
Deutsche Telekom, T-Systems, Mercedes-Benz, MICEX, ROLF, AvtoSpetsTSentr Group
of Companies, Yandex.Dengi, Bank Saint Petersburg, and Sportmaster.
OMNITRACKER is a professional
management system for technical support and other services. OMNITRACKER is
useful in different areas; it can be adapted to the customer's requirements and
business processesquickly, easily and cost-effectively. The strategy of
OMNITRACKER focuses on understanding and optimizing systems and corresponding
business processes.
Bank Saint Petersburg (www.bspb.ru) is one of the largest regional banks in Russia. It was
founded in 1990. The bank operates in Saint Petersburg, the Leningrad Region,
Moscow, Kaliningrad and Nizhny Novgorod. The bank's priority areas of operation
are credit, cash and settlement services, services for legal entities and
individuals, operations on the currency market, the interbank credit market and
operations with securities. The existence of its own processing center allows
the bank to support and serve bank cards at a high level.
Cleverics (www.cleverics.ru) is a company that helps to implement and use Information technology with a
high effect and proper risk control and with pleasure. The main areas of
activity: building and optimization of IT processes, assessment and audit of IT
management, ITSM processes automation, trainings for IT managers.
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