Transcreditbank automates processes of ITSM

The ARBYTE group completed the project on process automation of ITSM in JSC Transcreditbank. The project is implemented based on the LANDesk Service Desk software product.

The organization of business processes for change management in IT infrastructure on the basis of best practices of ITIL allowed to reduce a downtime of users, to provide a first line support of users at remote offices, to reduce costs for support and service of the final systems.

JSC Transcreditbank was formed in November, 1992. For last years the bank became one of the largest in Russia and now enters in top-15 banks on assets. The number of the users of the computer network demanding support – more than 3500. The number of the employees of technical support involved in the automated processes – more than 75 people. To keep all incidents and changes under control, to avoid idle times of users, the company management made the decision on implementation of an automated system of Service Desk. After in-depth examination of systems presented at the market, Transcreditbank stopped on LANDesk Service Desk.

During the project integration of the LANDesk Service Desk system with Active Directory MS is also executed. MS Exchange Server and with several data sources (filling of reference books), is implemented the module LANDesk Service Desk Active Knowledge providing process optimization of technical support based on the recommendations of methodology of KCS. The active knowledge base providing the automated mechanisms of creation, approval and publication of information articles with means, means of quick search of information in the knowledge base about separation of access rights from a self-service portal of the user and from consoles of employees of technical support is implemented. Mechanisms of a binding of the found articles from search results to requests of users are implemented.

With implementation of LANDesk Service Desk IT specialists of bank have an opportunity:

• 1. To resolve issues of support and service quicker.
• 2. Have full control over the provided support and manage lifecycle of IT services.
• 3. Reduce costs by reduction of a total quantity of incidents and also reduce labor input of works on support and terms of idle time of users.
• 4. To effectively involve users in process of the solution of the arising incidents.
• 5. Increase efficiency of the work by development and the description of various procedures of support.