Implementation of BMC Remedy ITSM Suite in Home Credit and Finance Bank

The built and automated processes of support of employees of the bank both concerning use of IT services, and regarding other internal services of Bank, for example services of HR and Corporate university became a result of works on implementation. The high level of automation, including active use of the web interface for registration and control of the course of processing of requests, allowed to increase significantly for employees of the bank efficiency and convenience of receiving the help. The built processes of support and reporting system allows to control and increase quality of providing IT services and efficiency of the IT block.

Along with the Central office of Bank, the BMC Remedy ITSM Suite system was implemented in regional divisions of Bank in Obninsk and Nizhny Novgorod.

In a system as contractors about 300 employees of the IT Block, 100 employees not of IT departments and as end users (through a self-service portal) 16,000 more employees of the bank constantly work.

As one of the measures proposed by the HELiOS IT SOLUTIONS command there was implementation of the mechanism of "transparent" login using domain authorization. To bank the solution which would allow to become authorized automatically in all modules Remedy through web (Internet Explorer, Firefox) and via Windows client was required, was just in administration, conformed to security requirements and did not require the separate equipment. The decision on use of the product SSO Plug-in from Java System Solutions – the partner company of BMC was as a result made.

"In a project deliverable work with Remedy was simplified. Users whose workstations are included in the domain can get to a System at once now, they should not enter several times a day logins and passwords, the problem with blocking of accounts at the wrong introduction of the password was gone. Implementation of the mechanism of transparent authorization also led to simplification of work of end users with a self-service portal, having increased the number of the incidents registered via the portal to 40% of a total quantity. It is important for us — the more users work with a self-service portal, the user support is more effective. The portal is configured so that submission of requests and control of their execution, on the one hand, were most convenient for users and that submission of requests from the portal simplified and accelerated our work – requests automatically are sent to profile specialists, for example, are transferred to the respective region. Requests are most informative as for addresses with the applied systems specialized templates are used. And we continue works on promoting of the portal. The effect of rather small and fast work on transparent authorization completely met our expectations" — the chief of the department of user support of Home Credit and Finance Bank LLC Alexander Bulatov sums up the results.

"Dynamic development of Bank caused the necessity to review the current processes of exploitation of IT, having made them more controlled. Now it is going to continue work on a support process management system, connection to the project of regional IT specialists in all 82 divisions of Bank and also implementation of new management processes is planned", – Alexander Bulatov, the chief of the department of user support of Home Credit and Finance Bank says.

As Sergey Yamov, the director of the department of management systems of HELiOS IT SOLUTIONS noted: "The importance of a process management system of support not only for the IT block, but also for Bank in general, requires close attention to trifles and readiness for non-standard completions, both at the organization of management processes, and within automation of these processes. For example, implementation of extensive functionality of BMC Remedy ITSM Suite was complemented with implementation of a number of non-standard functions, such as accounting of unavailability technology and business of IT services".

"The main objective of IT service of Bank was to automate not so much accomplishment of applied tasks of IT how many to lay the foundation of ensuring complex automation of businesss-processes. The choice of the platform and the integrator capable to finish the standard solution under features of IT infrastructure of Bank was made for benefit of the most modern, scalable and functional BMC Remedy and HELiOS IT SOLUTIONS system – the reliable partner having a pilot team of high-class specialists and more than 8-year history of successful cooperation with Bank. According to the results of implementation of the BMC platform and, as the first step of modules of incident management and changes, we see that we did not make the wrong choice.", – Yevtushenko Alexey, the Director of the IT block of Home Credit and Finance Bank summed up the work results.