Implementation of processes of ITIL to Svedbank Ukraine

In June, 2010 in Svedbank (Kiev, Ukraine) the project on implementation of management processes of ITIL started. Design and implementation of processes of management of requests, incidents and configurations was a project objective. As the automation equipment the OMNITRACKER system of the German company OmniNet is selected. Among the applicant companies, in the competition held by bank, the contractor of the project selects OmniWay company.

The project success in many respects depended on the involvement and activity of staff of Svedbank at all stages of the project. The project was complete in October, 2010 strictly according to the scheduled plan.

A new system completely replaced the Help Desk system of own development used within several years based on the IBM Lotus Notes platform. The complexity of support and limitation of functionality of an old system became a fundamental factor for transition to the OMNITRACKER system.

Within the project process and technical integration with the company representing IT outsourcing services was performed. The automated exchange of information messages between the systems of bank and the contractor allowed to receive the reliable and operational channel of data exchange about incidents. The uniform information field allowed to reach completely "transparent" relations at performance appraisal of the contractor for the reporting period, and also to optimize and structure costs for technical support.

It should be noted that the bank uses the OMNITRACKER platform not only for needs of IT, but also for customer supports of bank. At present OMNITRACKER are used by Contact center of bank and a support service of a system of Client-bank. Integration of OMNITRACKER with a digital telephony system allowed to reduce time of processing of incoming calls and to automate filling of a card of the address from clients of bank.

"The project team showed the highest level of competence and professionalism, ability to solve difficult and non-standard tasks effectively and in strict accordance with fixed terms. Project works were performed in full, taking into account all requirements and wishes, having optimized the current processes of IT departments of bank. Svedbank thanks a project team of OmniWay company for professionally done work", - Sergey Holod, the director of operating activities of JSC Svedbank notes.