"Ural Bank for Reconstruction and Development" completes control automation by IT services

On April 17, 2014 the I-Teco company announced end of system implementation of management of IT services for JSC Ural Bank for Reconstruction and Development (UBRIR) on the platform of a product of NR Service Manager.

Project Tasks

"The bank is a most difficult mechanism in which functioning one of key roles is played by modern information technologies. For ensuring stability of providing IT services we selected an optimal solution – the management system on the basis of a product of NR Service Manager based on the principles of ITIL. It allowed to apply a uniform rating scale of quality of IT services and tools, to fix, range and accumulate data on business processes in one point, – Andrey Ponomarev, the head of department of IT standards and control of JSC Ural Bank for Reconstruction and Development noted. – Now each user has an opportunity by means of the web portal not only it is convenient to be guided within transactions on which it is signed, to see the history of all the addresses, to specify their current status, but also to add necessary comments, to estimate work of IT specialists".

Project Progress

The project began in June, 2013. Experts of I-Teco company conducted examination which results showed need of significant completion and formalization of incident management processes and changes with expansion of functionality of the automation system. With assistance of the staff of IT departments UBRIR the mechanism of decomposition of business processes on separate transactions is created, for each of which communication with the corresponding elements of services is defined.

During the project the new functional module Process Designer for design of lifecycle of objects of incident management processes and changes using simple actions within the interface of the graphics editor is used. This tool expanded possibilities of setup, administration and further development of a complex on the basis of NR Service Manager.

Project Results

"Creation of a uniform point of communication concerning the centralized providing IT services for employees of bank allowed to receive practically from the first days of operation impressive results: the number of the registered addresses averaged per day 500, more than 90% from them were closed on the first support line. All business users UBRIR are involved in an incident management process, and these are more than seven thousand people, including 250 employees of IT departments of bank, – Aleksandra Prokofieva, the head of department of creation and improvement of management processes of IT of I-Teco company told. – Also experts of I-Teco developed and implemented the action plan in emergency situations and necessary notifications at their emergence are configured".