HP Service Manager 9.2 in Priorbank (Minsk)

The Russian integrator HELiOS IT SOLUTIONS announces project completion on implementing solution on management of IT services using HP Service Manager 9.2 in the largest private bank of Republic of Belarus JSC Priorbank.

In Bank, as well as in all banking group Raiffeisen into which it enters much attention of the organization of processes of support and providing IT services is paid. As base for data structure of processes the recommendations of ITIL of version 3 are officially accepted.

The bank by own forces organized an incident management process, created the configuration database (CMDB) for the solution of operational tasks and purchase planning. Processes covered as support of employees of the bank, corporate clients, and support of the systems of bank self-service. For automation of an incident management process and CMDB the solution of Hewlett-Packard – HP of Service Desk 5.1 was used. In a system work about 200 IT specialists located in the territory of all Belarus was organized about 5,000 configuration units were supported in current status, in a week 4,000 incidents were registered on average.

At the organization of ITSM processes the Bank had to consider specific requirements of standards, such as PCI DSS and also to organize interaction as in Department of automation and information technologies, and between department and the company outsourcer to which the most part of tasks of support of IT infrastructure is transferred. Priorbank successfully solved these problems – the level of satisfaction of users was one of the highest in banking group.

"Despite the achieved success, in Bank there was a clear understanding of possible benefits from further improvement. The project which had to solve such problems as replacement of the platform of automation by HP Service Manager, increase in level of a maturity of already existing processes and also the organization of a change management process was initiated" — the project manager from bank Dmitry Krivitsky remembers.

In order that in short terms to solve assigned tasks, it was required to attract external consultants. As a result of tender in which both the Russian, and Belarusian companies participated the bank stopped the choice on HELiOS IT SOLUTIONS company — as on the contractor having necessary experience and competence.

Within the project were analyzed by through joint efforts of Bank and HELiOS IT SOLUTIONS also taking into account effective objectives and opportunities of the new platform the incident management process and CMDB are finished. Process of management of configurations was in addition formalized and the change management process is designed.

After design a lot of work on automation and start of processes on the new platform was carried out. The self-service portal for end users, the mechanism for assessment of labor costs of contractors, the mechanism of control of satisfaction of users on each of addresses was created, time supervision of reaction and time of elimination of incidents and a set of other mechanisms and integration is organized. Data from an old system were not lost – migration of CMDB in a new system is executed.

"The purpose of our development is effective providing to bank the IT services which are most corresponding to business needs. The general vector of our development — transition to work with business divisions within the approved parameters of support and cost of IT services. The executed project allowed to take a significant step in this direction. It concerns also mechanisms of control of level of service (SLA) with Marko LLC company outsourcer, and improvements of interaction with users, and building of process of approval and planning of changes in applications and infrastructure. Also significant project deliverable is due formalization — the documented processes and procedures informed contractors and also the automated methods of their control of execution, are necessary for ensuring quality of IT services at our scales" — the Director of the department of automation and information technologies of JSC Priorbank Pozhivilko Vitaly notes.

"This project was very interesting to the HELiOS IT SOLUTIONS command in terms of work in international bank with a high maturity of business processes. The project turned out complex. It was necessary to cover all types of IT activity, since support of jobs and finishing with support of the systems of bank self-service; organize the processes covering not only IT service of Bank, but also key outsourcer" — the project manager from HELiOS IT SOLUTIONSs Tuchin Korney says.

"Certainly, we were glad to execute in many respects the project, unique for Belarus. But the most important for us that the Bank sees a project deliverable and plans further development of a management system for IT services" — the Head of Department of management systems of HELiOS IT SOLUTIONS Yamov Sergey sums up the results.