Axios Systems and Sitronics IT implemented the ITSM platform in Moscow Bank for Reconstruction and Development

SITRONICS together with Axios Systems implemented the platform for management of IT services for IBRD. This project implemented based on the Assyst platform from Axios Systems became the first ITSM project of Group in the banking sector.

Growth of requirements to support of operating activities of IBRD resulted in need of optimization of processing of appeals of employees of the bank to IT service. Aspiration to unification of work of service Help Desk, increase in processing speed and workmanship of requests demanded implementation of more flexible tool which would allow to create a single system of acceptance, management and tracking of transactions. As a result the management of bank made the decision to use approach of ITSM (IT Service Management, management of IT service) not only for solving of tasks of technical support of users of IT, but also for automation of work with addresses from IBRD business divisions.

Increase in efficiency of activity of IT department of bank, decrease in operating costs and possibility of centralized operation by quality of providing IT services became main objectives of an implementation project of the ITSM platform in IBRD. Compliance to the recommendations of ITIL, rich functionality and ample opportunities of integration with the existing IT infrastructure at the minimum implementation time and initial pre-integration of the maximum number of ITIL of processes in one solution based on a uniform repository of components of an information system (CMDB) became a selection term of a technology platform.

Most fully the assyst platform from Axios Systems conformed to requirements of the customer. The SITRONICS Information Technologies company having experience of cooperation with IBRD and having required examination in the field of integration of ITSM platforms became the partner of the project.

Industrial start of the assyst system took no more than 2 months. The project in general was handed over in 4.5 months. The modules Incident Management and "Management of Service requests" (Service Request Management) were originally implemented. Further a system was complemented with the modules Knowledge Management, Layer management of Services (Service Level Management) and Event Management.

On the basis of the assyst system in IBRD the instrument of control of requests in the service Help Desk using the single database of configuration management of components of the IT environment (Configurations management database, CMDB) is created, according to the recommendations of ITIL. Thanks to these innovations, now specialists of bank can obtain any analytical data necessary for further development of IT services of IBRD. Now IBRD uses the assyst platform not only for needs of IT, but also for customer supports of bank. Today assyst is applied in Contact center and a support service of a system of Client-bank. In line – integration with the systems of inventory and monitoring of bank.

Shuvalov Sergey, the head of the information and technology block, the vice president of IBRD, noted: "We knew about positive experience of Axios Systems in the financial sphere in foreign countries. The fact that in the Russian financial market our bank became the first where successful implementation of assyst was performed is very important for us. As a result we received the reliable and effective tool for flow control of requests. The addresses directly to specialists of the second line are excluded, everything passes only through ServiceDesk".

"Development of business processes of the Russian companies approached that maturity stage when "spontaneous" providing and support of IT services ceased to satisfy to needs of business, – Maslenkin Ilya, the Head of department of management of IT infrastructure "SITRONICS Information Technologies" in Russia noted, – ITSM approach allows not just to control, but also to measure quality of IT services that is powerful advantage to such ostrokonkurentny market as bank. At the same time when implementing the ITSM project the paramount value has dense interaction of project teams on the party of the customer, vendor and integrator, as showed successfully implemented project in IBRD".

Andros Symeonides, the vice president for business development of Axios Systems company, commented: "It is very important for us that our product assyst helped to improve and increase efficiency of activity of IBRD. This project is especially interesting and valuable to our company the fact that this first implementation in banking sector in the Russian market. In spite of the fact that on a global scale Axios Systems performed a large number of projects in the financial sphere, the Russian companies prefer to see the projects implemented in Russia. Implementation in IBRD became an important step on the way of creation of necessary competence of the financial sector in the Russian market".