ITSM Adoption Forces a Streamlined Operations Culture that Paves the Way to Better Cloud Use for Desjardins
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ITSM Adoption Forces a Streamlined Operations Culture that Paves the Way to Better Cloud Use for Desjardins

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Transcript of a BriefingsDirect podcast on how a Canadian cooperative banking organization is using ITSM to put best practivces in place and deliver value to the company.

Transcript of a BriefingsDirect podcast on how a Canadian cooperative banking organization is using ITSM to put best practivces in place and deliver value to the company.

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  • 1. ITSM Adoption Forces a Streamlined Operations Culture that Paves the Way to Better Cloud Use for Desjardins Transcript of a BriefingsDirect podcast on how a Canadian cooperative banking organization is using ITSM to put best practivces in place and deliver value to the company. Listen to the podcast. Find it on iTunes. Sponsor: HP Dana Gardner: Hello, and welcome to the next edition of the HP Discover Podcast Series. I’m Dana Gardner, Principal Analyst at Interarbor Solutions, your host and moderator for this ongoing sponsored discussion on IT innovation and how it’s making an impact on people’s lives. Once again, we're focusing on how companies are adapting to the new style of IT to improve IT performance and deliver better user experiences, as well as better business results. Gardner This time, we're coming to you directly from the HP Discover 2014 Conference in Las Vegas. We're here the week of June 9 to learn directly from IT and business leaders alike how big data, cloud, and converged infrastructure implementations are supporting their goals. Our next innovation case study interview highlights how Desjardins Group in Montreal is improving their operations in IT through an advanced IT services management (ITSM) approach. Gain better control over help desk quality and impact. Learn how to make your help desk more relevant with a free white paper. To learn more we are joined by Trung Quach, the ITSM Manager at Desjardins. Welcome. Trung Quach: Thank you very much, Dana, for having us. Gardner: First tell us a little bit about your organization, for those who aren’t familiar. You're in the eastern part of Canada and you have a large network of credit unions. Is that correct? Quach: It’s more cooperative banking. We are around 50,000 people across Québec, and we've started moving in Canada and the US. Gardner: Tell us a little bit about your IT organization, the size, how many people, how many datacenters? What sort of IT organization do you have?
  • 2. Quach: We're around 2,500 and counting. We're mainly based in Montréal and Lévis, which is near Québec City. Most of them are in Montréal, but some technical people are in Lévis. Gardner: Tell us about your role. What are you doing there as ITSM Manager? The ITIL process Quach: I joined Desjardins last year in the ITSM position. This is more about the process, the ITIL process and everything that's with the tool, as well to support those processes. Gardner: Tell us why ITSM has become important to you. What were some of the challenges, some of the requirements? What was the environment you were in that required you to adopt better ITSM principles? Quach: A couple of years ago, when they merged 10-plus silos of IT into one big group, Desjardins needed to centralize the process, put best practice in place, to be more efficient and competitive, and to give a good value for the business. Quach Gardner: What, in particular, were issues that cropped up as a result of that decentralization? Was this poor performance, too much cost, too many manual processes, all of the above? Quach: We had a lot of manual processes and a lot of tools. To be able to measure the performance of a team, you need to use the same process and the same tools and then measure yourself on it. You need to optimize the way you do it, so that you give better service. Gardner: What have been some of the results of your movement towards ITSM? What sort of benefits have you realized as a result? Quach: We had many of them. Some were financial, but the most important thing, I think, is the service it would give, the availability of the service. So one is a reduction in major incidents of 30 percent for the last two years. Gardner: What is it about your use of ITSM that has led to that reduction in incidents? How does that translate? Quach: We put our problem management with incident process as well. We open tickets and we take care of the incident in a coordinated way at an enterprise level. So the impact is everywhere. We advise the line of business, follow up with the incident, and close the incident. We follow up with any problems and then we fix the real issue so that it doesn’t come back. Gardner: Have you used this to translate back to any development, custom development in your organization, or is this more on the operation side strictly?
  • 3. Better support Quach: We started all this on the operation side. We started last year on the development side. They're in our process slowly and that’s going to get better on their way through, so we can support them better. Gardner: Tell us about HP Discover. What's of interest to you? Have you been looking at what HP has been doing with their tools? What's of most importance to you in terms of what they do with their technology? Quach: I can tell you how important it is for us. Last year we didn't go to HP Discover. This year, around eight in my team and the architecture team are here. That shows you how important it is. Now we spread out. A lot of my team members went into tools and everything else that HP has to offer, and HP has a lot of offer. We went to the cloud as well as big data, so it all works together. That’s why it was important for us to come here. ITSM is the main reason we're here, but I want to make sure that everything works together, because the processes, touch everything. Gardner: I've talked to a number of organizations, Trung, and they've mentioned that before they feel comfortable moving into more cloud activities, before they feel comfortable adopting big data, analytics platforms, they want to make sure they have everything else in order. So ITSM is an important step for them to then go to larger, more complex undertakings. Is that your philosophy as well? Gain better control over help desk quality and impact. Learn how to make your help desk more relevant with a free white paper. Quach: Yes. There are two ways to do this. You use that technology to force yourself to be disciplined, or you discipline yourself. ITSM is one way to do it. You force yourself to work in a certain manner, a streamlined manner, and then you can go into the cloud. It's easier that way. Gardner: Then, of course, you also have standardization in culture, in organization, not just technology, but the people and the process, and that can be very powerful. Quach: If asked me about cloud -- and I have done this with another company -- in a 30-minute interview about cloud, I would use 29 minutes to talk about technology, people, and process. Gardner: How about the future of IT? Any thoughts about or the big picture of where technology is going? Even as we face larger data volumes, perhaps more complexity, and mobile applications, what are your thoughts about how we solve some of those issues in the big picture?
  • 4. Time to market Quach: IT more and more is going to have a challenge for time to market. But to do that you need processes, technology, and of course, people. So the client, the business, is going to ask us to be faster. That’s why we'll need to go in that cloud. But to go in the cloud, we need to master our science and then go in the cloud. If not, it would be like not going to the cloud and not having that agility. We will not be competitive. Gardner: Looking back, now that you have gone through an ITSM activity, for those who are just beginning, what are some thoughts that you would share with them, so they don't make the same mistakes perhaps? Quach: In an ITSM project, it's very hard to manage the change. I'm talking about the people change, not the change-management process. Most of the time, you put it in place and say that everybody has to work with it. If I would redo it, I would bring more people to understand the ITSM science and why in 5 year or 10 years, it's going to help us. After that, we'll put the project, but we'll follow them and train them every year. ITSM is a never-ending story. You always have to be close to your clients. Even if they are IT, they are your client or partner. You need to coach them, to make sure they understand why they're doing this. Sometimes it’s a bit longer at the beginning, but it’s all worth it at the end. Gardner: Thanks so much. We’ll have to leave it there. We've been talking about how Desjardins Group in Montréal has been embarking on an ITSM journey and we've been learning how that's helped them improve their quality and reduced incidence of IT problems. So thank you to our guest Trung Quach, ITSM Manager at Desjardins Group. Quach: Thank you very much. Gardner: And thank you too to our audience for joining this special new style of IT discussion coming to you directly from the HP Discover 2014 Conference in Las Vegas. I'm Dana Gardner, Principal Analyst at Interarbor Solutions, your host for this ongoing series of HP sponsored discussions. Thanks again for listening, and come back next time. Gain better control over help desk quality and impact. Learn how to make your help desk more relevant with a free white paper. Listen to the podcast. Find it on iTunes. Sponsor: HP
  • 5. Transcript of a BriefingsDirect podcast on how a Canadian cooperative banking organization is using ITSM to put best practivces in place and deliver value to the company. Copyright Interarbor Solutions, LLC, 2005-2014. All rights reserved. You may also be interested in: • How Capgemini's UK Financial Services Unit Helps Clients Manage Risk Using Big Data Analysis • Big data meets the supply chain — SAP’s Supplier InfoNet and Ariba Network combine to predict supplier risk • Big data should eclipse cloud as priority for enterprises • HP Updates HAVEn Big Data Portfolio as Businesses Seek Transformation from More Data and Better Analysis • Perfecto Mobile goes to cloud-based testing so developers can build the best apps faster • HP's Project HAVEn rationalizes HP's portfolio while giving businesses a path to total data analysis • Big data’s big payoff arrives as customer experience insights drive new business advantages • Fast-changing demands on data centers drive need for uber data center infrastructure management • How healthcare SaaS provider PointClickCare masters quality and DevOps using cloud ITSM • HP delivers the IT means for struggling enterprises to remake themselves • Istanbul-based Finansbank Manages Risk and Security Using HP ArcSight, Server Automation • HP Access Catalog smooths the way for streamlined deployment of mobile apps