OmniTracker is change management and configurations in Inteza bank

The OmniWay company specializing on rendering services in the field of ITSM the Intesa Sanpaolo (Italy) announced in November, 2014 results of the first year of operation of a change management process and configurations in Inteza Bank, the Russian subsidiary bank of Group.

The Inteza bank – large Russian bank with a difficult management structure, at the same time large volume of works is performed by the outsourcing organizations. The management of Bank came to a conclusion that the change management process existing at the time of the beginning of the project in IT systems and infrastructure did not provide the necessary level of control at complex changes, was a risk source for business and needed completion. From the contractor of the project it was required to provide increase in effective management of changes that is the key to growth of reliability and quality of IT services, first of all, due to reduction of risk of failure of information systems as a result of the made changes.

The project completed by OmniWay company for Inteza Bank at the end of 2013 was directed to decrease in business risks and increase in effective management of IT services due to implementation of change management processes and configurations.

Highly effective change management in difficult IT infrastructure of Inteza Bank was provided due to complex approach to request processing on change. The developed process covers all complex of actions for change management and releases, at the same time being rather flexible, adapted for specifics of separate IT services and systems. Special attention is paid to the actions directed to assessment and risk control of changes and also quality control.

The important component of a management system – detailed documentation of all changes, accumulation of up-to-date information about IT infrastructure in the database of configurations (CMDB), change control using performance indicators objective and clear to responsible persons and also formation of various reporting materials, – was provided with the necessary automation implemented based on one of the most effective ITSM tools – the OMNITRACKER systems.

"Working operation of the created change management process in IT systems and infrastructure allowed to reduce considerably risks of negative effects as a result of changes, - Kobyshev Sergey, the head of department of banking technologies of Inteza Bank noted. - We are sure that today our IT infrastructure allows minimum possible number of incidents and errors which can turn out to be consequence of changes".