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!