Standard Bank - Implementation of assyst ITSM software
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Standard Bank - Implementation of assyst ITSM software
- 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
Editor's Notes
- 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