The AK BARS Bank implements a management system for IT incidents

"AK BARS" the Bank completed incident management system implementation on the basis of Microsoft System Center Service Manager 2012, the press service of Microsoft reported on September 24, 2012.

Project and conclusion

The solution allowed to bring quality of management of IT services to new level and to provide execution and the automated control of agreements on the service level. The number of routine transactions, by estimates "AK BARS" of Bank, within the first weeks of operation of the solution was reduced at least by 60%.

"A key project objective is systematization of operating activities of department of information technologies of Bank and also increase in efficiency of interaction with users and internal processes of department that as a result will allow to receive the uniform management tool IT services and IT assets, – Maxim Dubkov, the director of the department of information technologies noted "AK BARS" of Bank. – The solution used before did not provide flexibility necessary for us which was offered by Microsoft System Center 2012. Actually we created CRM for IT. We already receive a feedback, defining and analyzing problem places of infrastructure and doing the reasoned forecasts of development of IT. It increases transparency of IT for business".

Within the project audit of the systems used in Bank is booked, their classification is made. On the basis of classification and belonging of systems to business processes the directory of services is developed and also the target objectives of service (SLA) are defined and recorded.

"System implementation of such class is very difficult and complex task. When implementing project of this sort it is especially important to remember that a system in itself is only the tool. Key criterion of its success is readiness of IT department to change the internal processes and even the thinking, – Rustem Mannanov, the head of department of system architecture of Department of Information Technologies noted "AK BARS" of Bank. – We did huge work, building the correct SLA, training employees. This process took most of all time whereas implementation which took place by forces of our department came to the end in very short terms – in 2 months. However, it should be noted that it is also important to select the correct technologies which should help to increase efficiency and to provide all necessary tools for the fast solution of new tasks. New Microsoft System Center 2012 became such technology for us".

Result

Now a system on incident management is brought into operation. It is used by about 130 specialists of IT department who service about 3 thousand employees.

"Increase in effective management of all IT assets and services is a relevant task for many companies. We are very glad that "AK BARS" the Bank selected Microsoft System Center 2012 as the platform for optimization of IT processes, – Vasily Malanin, the product manager for DPC of Microsoft in Russia told. – We are sure that using single integrated solution of Microsoft for management of corporate infrastructure the IT department will help business divisions to increase productivity, to cut down expenses and to accelerate development of a bines at qualitatively new level".