Bank in Bahrain selects IvantiService Desk for better customer experience & ITIL/ISO compliance

Bahrain-based Bank leverages Intertec to implement enterprise IT Service Management

Our client, one of Bahrain’s leading Bank, was running on an IT Helpdesk using legacy system and partly manual system only for basic Incident Management with no defined Service Levels. Their old system was used only for tracking IT workload & assignments, with no knowledge base, no proper monitoring/escalation methods and no updates to end users.

They wanted a tool to achieve & maintain corporate defined standards of excellence & adhere to ITIL / ISO based best practices to enhance overall customer service levels.

Business Scenario

Our client’s main objective was to efficiently handle their users incidents and requests and provide a better service. They also wanted to be align their current processes to ITIL / ISO. Intertec pitched the Ivanti Service Desk software, comprising of the following modules for Service Desk (Incident, Problem, Change, Request, Service Level Management, knowledge base). Intertec has also offered Process consulting to assess and align existing processes to ITIL/ISO Standard.

Challenges

  • Manual Tracking of Calls
  • Users used to call directly to IT for help
  • Prioritization of calls
  • No proper updates to end users
  • Absence of a Configuration Management Database
  • No tracking of IT workload

Tool & Technologies

Ivanti Service Desk

With a specialized enterprise IT Service Management software, they could ensure their end users search the knowledge database for solutions to their issues, reducing the pressure on the support team.

In their old environment, which was a legacy system, they were not able to modify the processes based on the banks requirements. The IT Team was supporting multiple branches spread across multiple counties. They recognized the need to have a tool which could collect all incidents at a central location and efficiently route them to the right individuals based on the nature of requests.

With the Ivanti Service Desk tool, our client experienced overall tool simplicity, with no dedicated administration required. The process designer’s drag & drop functionality was also our solution’s key differentiator. Further, the scalability of tool to extend services to the client’s HR and Administration department’s in order to fulfill service requests from end users and enable them in their ISO road map was another add on.

Solution

The first phase of the implementation was the ISO Consulting part where Intertec Consultants has performed a Gap Analysis on the current IT processes of the Bank and provide a Gap Analysis report. This report was reviewed by the Bank. Once the Gap Analysis report was provided, Intertec Consultants have advised the ideal process changes required to be made. These changes were discussed with the key stakeholders and the final process was defined which was mutually agreed by the Bank and Intertec.

Intertec’s team of Ivanti specialists worked on developing an ITIL aligned system with the perspective of enforcing ITIL across the organization. The processes defined in the system was based on the Process documents provided by the ISO Consultants. This also included a Service catalogue for the entire organization to pick & choose the IT services required along with the integration with Desktop Management (SCCM).

This was an organization wide single service desk implementation via which the team able to provide evidence for ISO 20K policies & procedures in order to gain the ISO 20K certification.

After the implementation of the Service Desk tool, our client was able to achieve higher service levels due to defined service levels to different categories of incidents and alerting based on % progress on the tickets. They have seen a major drop in direct calls to IT due to self service implementation. They were able to provide better reporting to management on the utilization and performance of IT. Overall this implementation is an example of “Consulting + Service Desk” implementation. Our client is currently looking to extend the IT Service Desk to automate their business processes outside IT.

Result

  • Better End user Experience
  • Self Service Capability for End users
  • Proper Change Management Process
  • Visibility & Control on Changes.
  • Effective reports & analyses
  • Quick Approvals for IT & Service Requests.
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