Standard banking on higher performance

Edinburgh: 16 februari 2004

Improved performance measurement is one of the pay-offs which an international investment bank has gained from a new Help Desk and IT Service Management system.

London-based Standard Bank has selected Axios Systems' assyst solution. "Our objective is an enhanced service to IT customers," IT Production Support Manager Gary Diable said.

"From one system we can view the progress of enquiries, errors and changes via automated process integration. Performance measurements and targets are key to this, both in real time and statistically for planning improvements. Measures of IT Service are focused on process, people and technology. Targets are set right there on the screen."

Gary went on: "assyst is an end and a beginning: We started out with a Service Improvement Programme based around IT Infrastructure Library (ITIL®) Service Management principles for our Help Desk. assyst completed this programme, enabling the vital integration of Incident, Problem and Change Management with an underpinning asset (configuration) database. The new beginning allows for access and consistency of this model across the whole of IT."

He said the system was broad and powerful yet allowed for a simple start-up which would be expanded into a sophisticated management tool allowing for growth, efficient and effective process controls and all-important management Information.

The operational benefits of day-to-day management of IT Service Management are significant, he added. Through easy-to-view monitors and clear navigation through logs, management is able to track errors from cradle to grave.

assyst links Incident, Problem, Configuration and Change Management processes and provides a complete overview of the performance of IT support. It also provides a central asset database with the capability of managing assets in terms of performance and recording financial aspects of the assets such as depreciation.

"The new system shows how our assets stack up and how many errors are attributable to each item of IT infrastructure," Gary said. "We can cost the support needed for each asset item. Performance can be tracked from an incident being logged right through to implementation of a change."

Standard Bank also has offices in New York, Hong Kong, Taipei and the Isle of Man. It has two IT Support Desks, one of which deals with banking applications. The bank has around 1,000 PCs and runs on HP, Unix, SUN and IBM platforms with NT servers.

Gary said the bank expected further spin-off benefits from the seamless integration of IT infrastructure overviews.

Meer informatie:

[Back]

Begin downloads

Informatie op dit moment alleen beschikbaar in het Engels