Operations @ Global Investment Bank & Fin Services

Our client, a well known Investment Bank & Financial Services group, were executing an initiative to refresh their Service Management toolsets and processes.

Challenge

The client, suppliers and vendors involved lacked capability and experience to successfully transform beyond technical change.

Australian Sentinel provided accelerated and practical Service Modelling and toolset governance consultancy to establish a Service Model that underpins the ITSM processes, drives data based automation and assists in identifying and preparing the data and business rules required for a successful toolset implementation. The success of any ITSM toolset initiative relies on collaboration and working actively with an organisation's resources to meet the objectives of delivering the Service Modelling framework.

Implementing a robust data and taxonomy foundation delivered immediate and ongoing benefit. With a focus on the relationship between the Service Management processes and the enabling technology, the key benefits establishing quality data were:

• Rapid design of a Service Catalogue and Request Items
• Faster ticket logging at first level while improving quality of data
• Improved Knowledge searching at first level (increase fix-on-first)
• Enabled auto-routing of tickets
• Improved trend reporting for Incidents and Service Requests
• Provided a complete picture of IT support capabilities
• Improve efficiency of Problem Management
• Reduced time and risk to approve Changes
• Enabled Service Level Management
• Service focused reporting
• Improved Knowledge searching at first level (increase fix-on-first)
• Reduced admin overhead to maintain underlying data and the CMDB
• Enhanced identification of underlying technology at the root cause of IT is aligned to the Service Lifecycle