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Operations @ Global Investment Bank & Fin Services

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Operations @ Global Investment Bank & Fin Services

Customer Challenge

Our client, a leading Investment Bank & Financial Services group, embarked on an initiative to refresh their Service Management toolsets and processes. However, they faced significant challenges:

  • Limited capability and experience among internal teams, suppliers, and vendors to drive transformation beyond technical changes.
  • The need to establish a robust Service Model to underpin ITSM processes, enable data-driven automation, and prepare for a successful toolset implementation.
  • Ensuring collaboration and alignment across all stakeholders to achieve the initiative’s objectives.

The goal was to create a foundation for improved service delivery, automation, and reporting while reducing risks and inefficiencies.

Our Role

At Australian Sentinel, we were engaged to provide accelerated and practical Service Modelling and toolset governance consultancy. Our role included:

  • Designing and implementing a Service Model to underpin ITSM processes and enable automation.
  • Collaborating with the client’s resources to deliver a Service Modelling framework that aligned with their objectives.
  • Establishing a robust data and taxonomy foundation to support the new toolsets and processes.

Our Approach

We implemented a structured and collaborative approach to deliver measurable value:

Leveraging our Advisory services – Strategy, Discovery, and Recommend, we:

  1. Service Modelling Framework
    • Developed a comprehensive Service Model to align ITSM processes with business needs.
    • Identified and prepared the data and business rules required for successful toolset implementation.
  2. Data and Taxonomy Foundation
    • Established a robust data foundation to enable automation and improve service delivery.
    • Created a clear taxonomy to streamline processes and enhance reporting capabilities.
  3. Collaborative Delivery
    • Worked closely with the client’s teams, suppliers, and vendors to ensure alignment and collaboration.
    • Focused on the relationship between Service Management processes and enabling technology to drive success.
  4. Toolset Governance
    • Provided governance and guidance to ensure the new toolsets were implemented effectively.
    • Enabled seamless integration of the Service Model with the ITSM platform.

Outcomes Delivered

The implementation of a robust data and taxonomy foundation delivered immediate and ongoing benefits, including:

  • Rapid Design: Accelerated creation of a Service Catalogue and Request Items.
  • Improved Efficiency: Faster ticket logging at the first level with higher data quality.
  • Enhanced Knowledge Management: Improved first-level knowledge searching, increasing fix-on-first rates.
  • Automation: Enabled auto-routing of tickets and streamlined processes.
  • Better Reporting: Improved trend reporting for Incidents and Service Requests.
  • Complete Visibility: Provided a full picture of IT support capabilities.
  • Problem Management: Enhanced efficiency in identifying and resolving root causes.
  • Change Management: Reduced time and risk for approving changes.
  • Service Level Management: Enabled effective monitoring and reporting of service levels.
  • Reduced Overhead: Minimised administrative effort to maintain data and the CMDB.
  • Root Cause Analysis: Enhanced identification of underlying technology issues aligned to the Service Lifecycle.