The Respublika bank begins system implementation of process management and ITSM functionality

The Terrasoft group announced the beginning of cooperation with Bank Respublika within implementation of the ITSM project and system implementation of BPMonline Service Desk on January 29, 2013.

Background

For quality improvement of internal IT services and, as a result, increase in efficiency of all divisions of bank, the decision on automation of department of IT using the BPMonline Service Desk system combining management tools processes (BPM) and applied ITSM functionality is made.

Start

Experts of Terrasoft complete a stage of consulting during which incident management processes and the level of service are optimized. In particular, KPIs calculation algorithms are described, the directory of services is developed, recommendations concerning the agreement on the level of service (SLA) are made. At an automation stage, among other things, complex workflow of incident management and requests will be configured, procedures of horizontal and also hierarchical eskalation are implemented, the complex report on KPIs of processes is created. Within development of the project automation of complex circuits of vising, adaptation of a self-service portal of users, development of complex panels for online monitoring of indicators, implementation of key performance indicators of processes and many other things is planned.

The director of DIT Zaur Matanov noted: "Bank Respublika builds customer relations taking into account the principle of the maximum usefulness to clients that finds reflection as in a slogan of Bank – 'Siz ə faydal ı' (that is translated as "Are useful to you"), and in specific actions and services. One of the major tasks is permanent improvement of customer service quality and efficiency of bank in general that in many respects depends on work of Department of IT, speed and efficiency of the solution of addresses and failure handling. Therefore it was decided to invest in implementation of the ITSM project. Compliance of a system to the best world practices and standards of ITIL library, an ability to manage business processes (BPM) and also customizability of this software product became the main arguments for benefit of the choice of the solution BPMonline Service Desk of Terrasoft. The phase of consulting which was completed at high expert level became demonstrative".

Expectations

System implementation will provide business continuity of all divisions of bank that will allow to get strategic advantage at the current stage and in the future.