Nordea Bank creates the Service Desk system

On November 11, 2013 the Jet Infosystems company announced creation of the automated control system for information services (SUIS) on the HP software platform Service Manager for Nordea Bank. Implementation creates uniform point of entry for addresses of users (Service Desk), incident management processes, are implemented by problems, service requests, configurations and the directory of services.

Project Tasks

Being focused by a part of the Group Nordea, Nordea Bank on implementation of the best world practices. Within this concept the large-scale project on implementation of process and service model of work of IT service also began. Implementation was executed step by step.

Project Progress

Results of the comprehensive examination conducted by specialists of Jet Infosystems company are taken as a basis of creation of SUIS. At the first stage the project is created and incident management processes, are implemented by service requests, the directory of IT services and configurations. Specialists of a project team implemented the solution on automation and executed integration with a directory service, e-mail, 1C, monitoring systems, electronic document management and inventory.

For convenience of work of users the mechanism of end-to-end identification is configured. According to the developed regulations work of the first support line (Service Desk) is organized. On each of processes the reporting subsystem is implemented.

During the next stage process of management of problems is implemented, change management processes and the level of service are formalized. Besides, integration of SUIS with the change management system existing in bank in software and a subsystem of collection of information about IT infrastructure is executed. Within the project the contractor provides training and examinations of IT specialists of bank.

As a result of the done works IT maintenance maturity level significantly increased, the base for the further growth of efficiency of IT service is created: the list of the rendered services is defined and the processes relying on regulations and role instructions are built. Users and IT specialists received the platform for interaction convenient and clear to both parties. There was an opportunity to control the course of processing of requests and requests, to differentiate responsibility for execution, to analyze a status of IT and to make reasoned decisions on optimization of IT infrastructure.

"Thanks to the project in bank process and service approach which allows to focus as much as possible activity of IT on obtaining business results was implemented, increases management efficiency and interactions of divisions of IT, gives the chance to progressively increase the level of a maturity of IT. Besides, the issue of compliance of the IT environment of bank to requirements of the Nordea Group, the regulating and regulatory authorities was resolved", – Leonid Mordashov, the project manager, the head of department of maintenance of information systems of Nordea Bank noted.

"Permanent close cooperation not only with IT specialists, but also with the management of bank as implementable processes directly infringe on the interests of business was feature of this project. We held joint seminars within which we revealed and compared requirements of top management to IT, looked for optimal solutions, – Alexey Nikolaev, the Head of Department of management systems of Jet Infosystems company emphasized. – As a result all processes were organically entered in the existing business activity of the company".