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Alan Luhmann Change Manager – Standard Bank PLC
A global emerging markets bank, headquartered in South Africa
Operates in 38 countries worldwide (20 countries outside Africa)
Employs over 48 000 people worldwide
Key facts
Introducing Standard Bank
Challenges
No central ITSM function or service desk tool
Business not being supported by IT Numerous applications, costly to support and maintain Increased risk with upgrades and availability Increased costs
Poor metrics and reporting
Global growth of the bank 26 000 users to support 18 000 assets – difficult to track and manage
Overview of Solution & Timeline
1999 – Creation of Service Desk
2000 – Implementation of assyst for Incident Management
2001 – Implementation of assyst for Change Management
2003 – Movement of our Offshore Group (Jersey, Isle of Man & Mauritius) onto assyst
2004 – Service Levels, Problem Management and RCAs using spreadsheets
2005 – Configuration Management using Altiris
2006 – assyst Discovery was installed to collect the notification details from Altiris & populate assyst
2007 – assyst installed in Johannesburg for Incident and Change Management
2008 – Data Cleaning of assyst
2008 – Spanish language for Sao Paulo
2008 – assyst AD Interface from AD into assyst
2009 – Upgrade to assyst 8.0, using customized web screens for Change Manager
2009 – Event Bridge interface to link our London assyst database to the Johannesburg assyst database
2009 – Use the Event Bridge to link the Johannesburg assyst database into Remedy
2009 – Introduction of Problem Management using assyst
Calls logged by London Service Desk 3 141
Calls Closed by London Service Desk 2 910
Calls Closed 1st Time – Service Desk 92%
Items in assyst – not including Assets 6208
Total Assets 18 602
Contact User details in assyst 26 659
Implementation of assyst
Altiris Deployment & assyst Discovery
The deployment application allows for customized OS and applications to be dragged or scheduled onto a computer. We have standard builds for our Traders, Accounts, HR, Back/Front office support teams and IT. Only packaged applications are allowed on a PC and only the Service Desk can install the application via our procurement procedure. Access to the DVD and USB ports is restricted.
Altiris Notification & assyst Discovery
Altiris clients on each PC and desktop report back to their local database every 2 hours describing their configuration and the software installed. assyst Discovery collects this and uploads into assyst. Licence management is evolved from this, allowing our procurement team to report on when a piece of software was last used.
Spanish Language Support
Axios provides support for many languages within assyst.
Our Spanish speaking teams will log calls in Spanish, but to allow them to assign calls to English speaking teams, they need to add actions in English.
assyst Active Directory Interface
To ensure that all calls have the correct details contained within them, the assyst Active Directory Interface automatically populates the assyst user table when new users are created, details are changed or users leave the bank.
Benefits
assyst has grown to become a main player within IT
Call Logging: assyst is easy to use with our main Service Desk logging calls in
around 10-12 seconds Our data clean up calls can be logged in 8-10 seconds
Reporting and Notification: More precise reporting Smart Mail allows us to inform and update users with the progress
of their calls through resolution
Business Alignment and Growth: assyst supports ITSM to align with business growth. It’s a flexible
application allowing for additional assyst components to be installed and used for a seamless integration
“IT supports the business and assyst allows us to be visible to our user community”
Benefits
Change Management: Sophisticated Change Management and CMDB has provided
incremental savings based on licensing and hardware costs No change conflicts assyst allows us to collect Business and IT sign off by all systems
owners affected by the change - these are requirements by audit
Savings: Reduced costs of software - knowing what software and hardware we
have and when it was last used. This allows for Altiris to uninstall and reinstall a piece of software without having to purchase a new licence.
Reduced costs of hardware - from Sep 08 all hardware is centrally held and departments are charged a monthly rate for that equipment. This ensures that when people move departments, equipment is handed back to us.
“Re-used equipment saves us over £47,000 that would have been spent on purchasing new
equipment”
Benefits
Why we chose to use assyst from Axios: Single application, ensures that their knowledge and focus moves
along one path Axios listens to their customers
New version has over a 1000 customer driven requests implemented
Thank you!