Delta the Bank has raised quality of IT Support of the offices by means of Naumen Service Desk
Delta the Bank has raised quality of IT Support of the offices by means of Naumen Service Desk
The project of optimisation of work of a support service of users of IT Services in Open Company "Business bank" Delta »is finished.
For bank the project became the first stage of introduction of ITSM-processes, its primary goal was transition to efficient control incidents and user support improvement of quality. The project has been executed on the basis of software product Naumen Service Desk by joint forces of experts of ank, companies TechExpert and NAUMEN (Ukraine). For the today, the realised project is one of few ITSM-introductions in Ukraine.
The basic direction of activity Bank Delta — consumer crediting. The bank is the leader in the given segment, taking 25 % of the market of buyer’s credits in Ukraine. Advancement of services of bank is accompanied by fast growth of a network of points of sales (more than 4 thousand points in all regions of Ukraine) and, as consequence, expansion and complication of the IT Infrastructure of bank. The system of support of points of sales used earlier gradually has ceased to cope with the increased load, also there was a necessity for optimisation of the process of user support and maintenance of the operative control of processing of circulations of users.
The project consisted of several stages, including audit of a current condition, designing of managerial process by incidents, working out TZ on process automation, introduction of system of automation and process start in operation.
By experts of the customer it has been noticed, that realisation of predesign audit is the successful decision offered and executed by advisers TechExpert as the predesign estimation has allowed to define availability of above said process, and also to define its degree of a maturity and, having made a start from it to transform the existing scheme of interactions in high-grade ITSM process. Besides, audit has allowed to define more accurately terms of the project and to avoid unnecessary expenses that has affected a total cost of introduction. At the same stage the decision to carry in time introduction of managerial processes by incidents and problems was accepted, and to enter them not simultaneously, and is consecutive. It is represented expedient as managerial process by incidents supplies accumulation of the consolidated information on types of incidents, and, hence, gives the chance to reveal and typical problems.
By results of audit by experts TechExpert logic designing has been conducted. The process scheme is constructed with allowance for the bottlenecks revealed during audit and according to recommendations ITIL/ITSM. The technique developed by experts TechExpert on a basis metodologiy Pink Verify has been applied To a process estimation , Cobit and MOF (Microsoft Operation Framework). Methodology MOF has been applied as well to construction of the logic scheme that has allowed to define, in particular, not only process passage, but also mutual relations of roles in process. Documentating of process, role instructions and directories has been besides, made, key indicators of efficiency of process are defined. At this stage representatives of business divisions of bank that has allowed to allocate the most critical business processes have been involved in a course of "brain storm» also and to co-ordinate time of reaction for removal of the incidents connected with them.
By results of logic designing some procedures have been corrected, lacking - are added. In particular, the contour of the control assuming construction of reports by which results it is possible to evaluate an overall performance of service IT has been entered and, as consequence, to raise level of represented service at quality preservation, and further — to construct managerial process by service level.
At a design stage spetsilialistami TechExpert it has been prepared the technical project on introduction of product Naumen Service Desk and its integration with existing systems. Choice Naumen Service Desk is dictated by that it is difficult to this product to pick up analogue for flexibility, especially on a scale "price/quality". Naumen Service Desk allows to automate practically any process, including already acting processes. It is important, as at process designing needs of the customer, instead of restrictions and system possibilities first of all are considered. During the project flexibility of a product has allowed to adjust the form of the circulation (demand) according to the developed process without additional expenditures. Competent and operative support of introduction from the developer of a product, and also training of technologists and managers of the system, conducted by experts NAUMEN and works on integration with service of catalogues Active Directory, allowed to import to system data about users became acknowledgement of correctness of choice Naumen Service Desk .
After installation Naumen Service Desk, adjustment funktsionala and the interface experts TechExpert had been carried out training of employees of service Service Desk and engineers of technical support to work in system. Also the success of the project was promoted by training of chiefs of IT Department of bank on rates ITIL, conducted prior to the beginning of the project in the educational centre «Network Technologies». Training has given the chance to experts of the customer who are participants of managerial process by incidents, to receive understanding of general principles ITSM, the purposes and problems of the process approach, and also to learn about features of functioning of processes with which they should work.
