Bank VTB24 supported
by Cleverics in the shortest terms has performed one of the largest migrations
of the ITSM process automation system to the OMNITRACKER platform. The new
automation system provides workflow for 1500
of IT-specialists supporting around 30000 end users in 700 territorial
divisions around Russia. Experimental-industrial exploitation has begun in less
than 6 months after the start of the project. In total the whole migration
process took around seven months.
Since the year 2005 Bank VTB 24 systematically works
on the development of the IT –management processes. Within this time their
specialists have gained significant experience in organization and automation
of operational IT-processes. By year
2012 a decision was made about the migration of the ITSM-system from HP
OpenView Service Desk 4.5 for a new software product. This necessity was
conditioned by two factors: termination of the provider’s support for the
current system and the urge to overcome functional limitations of HP Service Desk
in order to support further development of ITSM-processes. Among several options taken for consideration
the choice was made for OMNITRACKER platform, serving as a basis for the
specialized software solution CleverENGINE, developed by Cleverics specialists
and adjusted specially in order to provide the fastest and most convenient
migration from HP Service Desk.
As a result the whole migration process including business-logic and reference data
transfers as well as the maximum possible rendering of the customary users
interface was completed within seven months including one and a half months of
experimental-industrial exploitation. At
the same time the provider’s presence in the project was limited by the three
specialists involved in the project team. Thus the specialized project solution
CleverENGINE allowed to perform all the jobs twice as fast as it normally takes
to complete similar migration projects, moreover the labour expenditures were
significantly reduced (by 5-6 times
comparing with other identical projects).
Functional coverage of the project included: incident
and request management in terms of which more than 5000 end-user inquiries are being processed on a daily
basis, configurations management and database configuration (CMDB) containing
more than 60 000 of configurative connection units and also IT-service level
management.
The new system has allowed for an increase in the
quality standard of customer interaction. In terms of the project there was
created a user-friendly self-service portal, providing the possibility to
operate with personal inquiries, to register a large number of model inquiries
in approved readymade formats and to receive the latest news and actual
information about current refusals, to access official documentation regulating
the terms of customer support. There also appeared extended possibilities for
operations with model solutions database, approval procedures, time-management
and actual man-hours, classification and automatic assignment.
The automation system functioning in 24/7 mode of operation was switched to the
new platform within one evening during the low-load period, saving as much time
as possible and having the lowest possible impact of the downtime for the
operational flow.
«The combination of the task scale and terms of implementation in this
project is unique. Technology-wise this result was guaranteed by our solution,
specially optimized for migration from HP Service Desk. We are proud for the
confidence in our powers shown by VTB24 and we are happy to be able to fully
complete their expectations», – Evgeniy
Shilov, consulting director deputy OOO”Cleverics”.
«The project
peculiarity, along with its volumes was a rather high level of customization of
the very old and well-respected HP system within the large backlog of wishes
towards the new automation system. That is why we took our time carefully
choosing right candidates for migration giving our preferences to the most
flexible and functional systems. Our decision upon CleverENGINE based on
OMNITRACKER was on one hand a very brave and on the other hand a very
well-thought one. High credibility level to the team of Cleverics professionals
which whom we already had an experience of successful cooperation had far not
the smallest impact on the decision-making process» , – comments Oleg Kvashnin,
the head of customer support and monitoring of VTB 24.
«Our software product
is large-enterprise oriented, it was created with special attention to the peculiarities of big corporations and companies.
The project for VTB24 was completed fast and effectively with full
consideration of all current conditions and customers’ requirements. We are
sure that VTB24 specialists will fully appreciate the advantages of
OMNITRACKER!”, – Michael Dobner, CEO
of OMNINET Russia and CIS.
Bank VTB24 (ZAO) (www.vtb24.ru) – one of the top-players
on the Russian market of banking services. It is ranked 5-th on the Russian
Banking rating in terms of pure income amount regarding the official results of
July 2013. The bank is included into the international financial group VTB and
its main specialty is physical bodies, individual enterprises and small-scale
businesses services. Its business network includes more than 700 offices in 69
country regions. Among the offered banking services are such options as bank
card issuing, mortgage and consumer crediting, auto-crediting and distance
account management services, credit cards with conventional period, deposit
account management, safe cells services, money transfers.
Cleverics (www.cleverics.ru) is a company that helps to implement and use
Information technology with a high effect and proper risk control. The main
areas of activity: building and optimization of IT processes, assessment and
audit of IT management, ITSM processes automation and training 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.
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