Case StudyBusiness Analysis
International Bank – ServiceNow Implementation

Context

Multiple jurisdictions of an international bank wanted to replace an outdated service desk application, with the following objectives:

  • To reduce duplication of systems and improve resolution times;
  • To automate and audit a large virtual and hardware infrastructure;
  • To trace recurring tasks and ensure adherence to processes;
  • To eliminate paper-based processes.

CBO’s Approach

CBO analysed the historic tickets to create an accurate list of business services, existing configuration items and support teams to ensure that support tickets were directed in the most efficient manner. They also took the opportunity to talk to every relevant stakeholder to gain stakeholder buy-in of the new system, as well as rolling out a wide training programme. CBO’s approach included:

  1. Extract and analysis of thousands of historic tickets to produce a relevant list of business services;
  2. Automated discovery (via Veeam and VCenter for example) of all configuration items so that an up-to-date repository is always held;
  3. Creation of process steps to remove paper-based checklists for VMWare creation, machine patching and leaver processes;
  4. Support team re-organisation to ensure that all tickets are dealt with in a quick, efficient and non-costly manner.

CBO’s Impact

  • The system has ensured end users can help themselves to be in control of, and informed about, their service desk issues.
  • IT support processes have been streamlined and automated, removing unnecessary work and minimising human error.
  • Service desk support is now scalable between jurisdictions and wider assignment groups, allowing better cover at peak pressure times and access to a wider skill set.
  • Automation pieces have removed multi-step procedures that are prone to human error, and accurate information can be drawn from the system easily.
  • Further mini projects are in progress to automate and track IT procurement, as well as simplify complex joiner/mover/leaver processes and reduce failure points.

More business analysis articles

Case Study
International Bank – ServiceNow Implementation

Context Multiple jurisdictions of an international bank wanted to replace an outdated service desk application, with the following objectives: To reduce duplication of systems and improve resolution times; To automate and audit a large virtual and hardware infrastructure; To trace recurring tasks and ensure adherence to processes; To eliminate paper-based processes. CBO’s Approach CBO analysed […]

Insight
Business Process Modelling and Optimisation Insight Paper

Expose and eliminate weaknesses and waste in business processes to exit difficult periods stronger than you entered them. Now is the time to assess how your organisation may be able to improve processes and provide benefit for years to come. In this paper we set out why doing this is important and the advantages gained, […]

Case Study
International Bank – Storage Audit

Context The long-term vision for a subsidiary of an international bank was to transition to a new working environment with the following objectives:   To maximise available office space for a growing business; To eliminate paper-based processes; To introduce alternative and collaborative workspaces.   CBO was asked to conduct a detailed audit of the use […]

Insight
Covid-19: emerging stronger from the crisis

The Covid-19 crisis has exposed the gaps between current processes and what businesses need to have in place in order to perform, both in these uncertain times and as we return to normality. By better understanding your processes, identifying and refining those that underperformed, you have the opportunity to exit the crisis stronger than you entered it. In this paper, […]

Fancy a chat? Get in touch with CBO today to discuss how we can help