JSC Nurbank (Full-scale project on creation and process automation of management of IT)

During two stages in 2009-2010 the following processes were implemented:

• incident management;

• configuration management;

• problem management.

The project is implemented by NAUMEN company based on the solution Naumen Service Desk.

Project Objectives

• Quality improvement obsluzhivnaiya of users of IT infrastructure of Nurbank bank and its regional offices;

• Ensuring transparency of work of IT specialists;

• Possibility of planning of loading of IT specialists;

• Decrease in number of the works which are carried out in emergency mode;

• Increase in allocation efficiency of resources of IT service.

Results of the 1st stage of the project

Today specialists of a support service of the central office and bank branches work in the unified information environment constructed based on Naumen Service Desk. All requests are registered in a uniform contact point, further in the automatic mode the priority of the request is defined and distribution for further processing is carried out it. Using an information system it is controlled onto completion dates and the level of load of specialists of the first, second and third support line is traced. "The efficiency both IT department in general, and each IT employee increased — Shapagat Bulikbayev, the deputy chief of UIT JSC Nurbank notes. — As with system implementation we managed to achieve strict differentiation of areas of responsibility". The built-in report generator gives the chance to create different types of the activity reporting of IT department, including extent of loading of contractors, customer satisfaction, violations of procedural terms of the solution of incidents, etc.

The uniform user base of IT services including data on employees and clients of bank helps to increase efficiency of processing of requests. The relevance of this base is maintained thanks to integration of Naumen Service Desk with Oracle application of E-Business Suite and the core banking system "New Athena" which contains primary customer information of bank.

For localization of incidents and the revealed problems specialists of bank use the database of configuration accounting (CMDB). Within process of management of configurations the management of IT department receives regular inventory reports on the equipment, including, on ATMs that allows to plan more precisely terms of carrying out service and scheduled works.

The 2nd stage of the project

Within the second stage in IT department of bank process of management of problems was implemented. Thanks to it there was an opportunity to prevent emergence of potential incidents, to prevent repeated emergence of the same failures and to minimize influence of incidents on activity of functional divisions of bank. In the first days of operation of process several problem places in IT infrastructure which were the reason of 30 percent of the registered incidents were revealed.

At the second stage of the project specialists of NAUMEN performed a complex of works:

• developed regulations of process of management of problems which define types and categories of problems, their levels of a priority, the procedure of the analysis and elimination of problems;

• prepared role instructions and technical specifications on process automation;

• provided personnel training.

Works on automation of process of management of problems included integration with incident management processes and configurations.

Project Development

Implementation of a change management process should become the next stage of the project in IT department of Nurbank.