Multiple jurisdictions of an international bank wanted to replace an outdated service desk application, with the following objectives: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 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:
- Extract and analysis of thousands of historic tickets to produce a relevant list of business services;
- Automated discovery (via Veeam and VCenter for example) of all configuration items so that an up-to-date repository is always held;
- Creation of process steps to remove paper-based checklists for VMWare creation, machine patching and leaver processes;
- Support team re-organisation to ensure that all tickets are dealt with in a quick, efficient and non-costly manner.
- 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.