Quick Start of ITSM Processes at RosEvroBank

RosEvroBank and Cleverics announce the successful completion of a project on implementation of incident management process and maintenance requests, problems, changes and configurations management. The project works were based on quick-start technology, which made it possible to design, automate and launch several processes in just three months.

When planning the optimization of its IT processes, the customer distinguished the following areas for optimization: user support and infrastructure management. During the approach to solving the task preliminary discussion, it was decided to build, implement and automate the management processes for incidents and service requests, changes and configurations.

One of the key requirements of RosEvroBank was to reduce the process launch period to the minimum while preserving the quality of work. Cleverics experts offered to realise the project on a quick-start technology. This means shifting the focus from preparatory work (investigation, processes and automation system design, as well as development of the automation system configuration) to work with the processes after they are actually launched. The preparatory work period is reduced using the standard process and technical solutions, which are part of Cleverics' methodological base. Increased interaction time between the customer and consultants after the processes are launched ensures higher probability of forming the ‘organizational habits’ of work by new rules, including not only execution, but also control, measurement, assessment and improvement of the new processes.

CleverENGINE, based on the OMNITRACKER platform, has been used as a technical solution. The rich, imbedded functionality of CleverENGINE and OMNITRACKER's developed tools helped to minimize the works on configuration and deployment of the automation system. In fact, it took them less than ten days to prepare the automation system for proper operation. Moreover, the setting included replication of the bank's supported employees from Active Directory, and improvement of the web interface for the end users, which make in possible to insert of screenshots when creating requests without storing temporary files with images.

As a result, the processes were launched within three months since the project started. Currently, process managers are developing and implementing new IT management solutions, using the design experience obtained and the automation system capabilities. What's more, bank employees can change configuration of the automation system themselves without engaging any contractors. Thus, the customer has added the option of coordinating e-mail or web interface requirements, set up Jira integration, and the option of batch user requests registrations, containing several operations.

Also, efforts are being taken to expand the scope of the CleverENGINE application. In particular, handling of applications submitted to the administrative unit has been automated.

From the very first stage, IT heads at RosEvroBank noted the convenience of the new automation system both in terms of its use and of the reporting required to make management decisions.

"It is quite a significant achievement that not only a new process automation system was implemented under this project, but the bank specialists were also trained and now they are able to ensure independent management and development of the implemented processes," comments Rostislav Kulyagin, RosEvroBank Executive Vice President.

"The project was completed on time and the automation system features and project results fully met our expectations. We plan further development of the process approach in IT. System flexibility is not a constraint anymore, and the experience we gained while implementing the project simplifies the solution of this task," says Alexey Suvorov, RosEvroBank IT Director.

"Because of its broad functionality OMNITRACKER platform is ideal for the banking sector, as it can be adapted to address any specific challenges which banks usually face. The solution used in RosEvroBank was developed by Cleverics on the basis of OMNITRACKER and was almost unique tool which allowed to solve all client’s problems as quickly as possible," says Michael Dobner, CEO at OMNINET Russia and CIS.

JSCB RosEvroBank (www.rosevrobank.ru) has been successfully operating in the Russian banking system since 1994. Currently, RosEvroBank is among the TOP 50 banks of Russia by aggregate assets and amount of internal capital. The bank is a universal financial institution providing all basic bank services presented in the financial services market, including corporate and retail banking, small- and medium-sized business credit, global business development and brokerage services provision.

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.

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 in Germany; it has offices in Vienna, Brussels, the Hague 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 Group, AvtoSpetsCentreGroup of Companies, Yandex.Money, Bank Saint-Petersburg, Sportmaster, Lenenergo, FOZZY Group, VTB Ukraine, MTI, and Prominvestbank.