Delta Bank will organize support system of internal users and clients of bank

The Technoserv Ukraine company completed creation of the centralized end-to-end system of user support of IT services for the benefit of JSC Delta Bank.

Solution

The complex project of quality improvement of providing IT services began with carrying out audit of the existing automation system and business processes on management of requests and incidents. On its basis need of reengineering not only IT processes, but also business processes of bank regarding interaction with regional divisions (earlier support was performed in each region independently), sales points, clients of bank is revealed.

Based on audit the single centralized system of user support of IT services on methodology of ITSM (IT Service Management) at which for IT service main are needs of the client, but not technologies is offered the customer. Within the project the system with a distributed architecture including servers is implemented: applications, databases, the analytical reporting and the auxiliary server for support of external clients.

The uniform self-service portal of users of bank integrated with the knowledge base is created and put into operation. The knowledge base, except storage of articles, contains flexible mechanisms of work with content: assessment of articles, a forum, a possibility of commenting of materials, assistants on elimination of standard faults in the form of step-by-step instructions / questionnaires.

For convenience of service of numerous categories of users the mechanism of remote support allowing to establish direct link between the contractor and the user is implemented. For the purpose of security the special database using which there is an identification of users to whom there are IT services is created. It is especially important for work with employees of external sales points of bank and external clients. All activity between the user and the employee of IT is automatically fixed in a system and can be used, both for check, and for a business intelligence.

The auxiliary server of support of external clients is configured in a DMZ zone, data exchange with the application server is performed using the ciphering protocols that allowed to minimize risk of leak of confidential information.

The management system for IT services on the platform of CA Service Desk Manager is integrated with the system of a uniform point of authorization and authentication of MS the Active Directory and e-mail, internal systems of own development of bank, a HRM system on the Oracle platform. In a work progress complete data migration and processes, including transfer of current indents, knowledge bases, filtering and transfer of the used reference books was carried out.

Scope

A system covers all divisions the Bank Delta, including the main office, 118 regional divisions and more than 2300 retail outlets of sales. The number of users of a system exceeds 5000 people, and their number constantly increases due to connection to the system of external clients of bank.

Opinion

"Beginning the project, we thought of creation of a centralized system of support of all internal corporate users, but in process of audit of the existing system and business processes of bank we came to a conclusion that the project can and should cover not only internal customers and partners, but also our clients, – Alexander Chernolutsky, the head of department of support of services and users of the information systems Bank Delta commented on project tasks. – One of the key principles of bank is work with the client on the principle of VIP-service. Therefore we created the special module allowing IT specialists of bank to render to our clients of service of IT support irrespective of their location in a system. This block guarantees to the client not only VIP-service, but also high degree of security. I will separately note that based on recent complex poll the satisfaction of users with IT services reached 96%".