Standard Bank PLC is the focal point for International Merchant activities of the Standard Bank Group Promotes emerging market Trade and Investment banking services on a world – wide basis Primary focus is on precious and base metals, treasury products and also active in mining finance Blue area represent branches Red represents MAIN branches using assyst Located in London with offices in Argentina, Bucharest, Dubai, Hong Kong, Isle of Man, Jersey, Johannesburg, Miami, Moscow, New York, Sao Paulo and Singapore
No central ITSM function or service desk tool – calls where logged on paper leading to confusion and missed calls Business not being supported by IT – Business areas had their own IT people this lead to Numerous applications, costly to support and maintain – Where several business area’s had paied for the same software Increased risk with upgrades and availability – where each area would upgrade their own software in their own time. No communication to other teams or full end to end testing taking place. Increased costs – due to down time of applications where files send to it by the upgrade application failed Poor metrics and reporting Global growth of the bank - resulted in increased pressure on IT 20 000 users to support 13 000 assets – difficult to track and manage
1999 – The decision was taken to create a IT dept and all business IT departments would make up the IT department 2000 – assyst won the tender for a application, based on the ITIL foundation, flexibility, ease of use. 2000 – Incident mgt was implemented first 2001 – Then basis Change mgt was launched I joined the bank 2003 – The flexibility of assyst allowed us to move our Offshore group from their service desk tool and onto assyst 2004 - Service Levels where added to assyst with Problem Management being done with RCAs using spreadsheets 2005 – Altiris was purchased by IT for software packaging and knowing what we have out there 2006 – assyst Discovery was installed to collect the notification details from Altiris and populate assyst 2007 - assyst installed in Johannesburg for Incident and Change Management 2008 – Data Cleaning of assyst – part of our upgrade to version 8 we wanted to clean the categories used to log and close calls 2008 – Spanish language for Sao Paulo – Spanish language was installed 2008 – assyst AD Interface from AD into assyst – application installed by an Axios consultant, tested, documented and running 2009 - Upgrade to assyst 8.0, using customised web screens for Change Mgr 2009 - Event Bridge to link our London assyst database to the Johannesburg assyst database 2009 -Introduction of Problem Management
Talk about the stats and the usage of the each screen The template in assyst for change mgt
Alan Luhmann Change Manager – Standard Bank PLC
Introducing Standard Bank 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
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 clients on each PC and desktop report back to their local database every 2 hours describing their configuration and the software installed. assyst D iscovery 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.
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.
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
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”