Kaspi Bank activated support system of clients

On November 28, 2013 group Arbyte also Kaspi Bank announced end and project deliverables of process automation of management/maintenance of IT.

Project Tasks

To the middle of 2012 forces of specialists of bank develop regulations of basic processes in the field of management of IT. Processes partially automated in the territory of head office of bank, but the main problem - functional restrictions and limited scalability of software which is available at that time remained.

The management made the decision on system implementation, providing not only process automation according to the approved regulations, but a possibility of modification and implementation of new processes with forces of specialists of bank in short terms. The end-to-end system in the long term should solve problems from technology level (inventory/management of the PC park and servers), to the level of process automation of the whole structure with a possibility of report generation. In selection process considered several offers and the pilot project as a result of which the platform on the LANDesk Service Desk platform was selected is implemented.

Project Progress

Despite the considerable size and a geographically-distributed structure of bank, the project is implemented in a short time with small labor costs, both from the contractor, and from the customer, and, in 3 months of operation, the parties noted substantial increase of quality of IT services. From the moment of an actual start of works - the end of February, 2013, until an actual start of operation of a system in May, 2013 there passed less than three months, adaptation of ITIL processes to requirements of the customer is carried out, a number of integration works is executed. The received results are achieved, first of all, at the expense of the high level of a maturity of processes of bank and due to use of the modern automation system of processes of ITSM with flexible opportunities of the LANDesk Service Desk setup which allows to configure visually any objects, forms and processes and also applications of the fulfilled technique of remote implementing solutions by the company integrator.

The project is implemented by means of remote control, without departures of engineers of the contractor on the territory of the customer, it allowed to reduce costs for the project considerably. Were used as modern remote control systems are secure channels of communication, a remote control system servers, and the modern systems of remote group work.

Project Results

With project implementation the bank received not just the solution of process automation of management/maintenance of IT, but the tool by means of which analysts of bank, without skills of programming, can independently optimize the available processes and automate any other business processes which even are not relating to a field of activity of IT.

The key indicators reached in 3 months after project completion:

• availability of service Service Desk reached 99% at the same number of employees of service;
• more than 90% of incidents are solved on the 1st support line, due to application of the knowledge base;
• resolving time of incidents, crucial for business, is reduced by 60%;
• the number of registration of requests by phone from 100% (to system implementation) up to 45% is reduced.

55% of requests, after input of a system in work, are registered by e-mail and through a self-service portal.