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Standard Bank - Implementation of assyst ITSM software

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  • 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
  • Transcript

    • 1. Alan Luhmann Change Manager – Standard Bank PLC                                                               
    • 2. 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
    • 3. 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
    • 4. 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
    • 5.
      • 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
    • 6. 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.
    • 7. 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 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.
    • 8. 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.
    • 9. 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.
    • 10. 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”
    • 11. 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”
    • 12. 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
    • 13.
      • Thank you!

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