Systematics introduced the SimpleOne ESM platform in MTS Bank

2022: Implementation of Corporate Services Management System

Solution and IT Service Provider - "" Systematization(part of NCC) - has implemented a solution-based enterprise service management system. Russian ITSM SimpleOne MTS Bank The solution automates the provision of services for customers, partners and employees. This was announced bank on March 16, 2023 by the Systematics company.

The purpose of introducing the ESM platform in MTS Bank is to increase customer loyalty by increasing the quality of provision and support of products, increasing the efficiency of internal processes and reducing the operating costs of the bank's IT cluster. The main tasks of the project are to reduce the time for solving client incidents by 50%, the time for registering mass incidents - by 30%, as well as to completely automate internal workflows to coordinate and solve routine tasks.

Based on the results of the work performed in 2022, all the tasks set by the bank were achieved:

• service and service request catalogs have been optimized - the capabilities of the system have made it possible to reduce the number of services and requests by three times while maintaining the same functionality. The current catalog, in addition to IT services, contains the services of nine more divisions of the bank;
• 12 IT processes were automated and more than 15 functional reference books were implemented that ensure the operation of processes. All processes are connected: management of cases, incidents, service requests, problems, events, configurations, knowledge, changes, service catalog, service level, IT risk, accounting of labor costs;
• implemented integration information with bank systems, which ensured the possibility of automatic registration, including from monitoring and routing systems of applications for their speedy solution;
• more than 90 workflows of various complexity are automated, providing fully automatic creation and assignment of parallel/sequential tasks and approvals.

The introduction of the ITSM system allowed the bank to improve the quality of service by reducing the time required to resolve customer requests and optimizing the connectivity of IT processes. The use of built-in functions and low-code tools of the ESM platform ensured compliance with the requirements of the regulator in terms of operational risks of information systems.

The implementation of the project to implement the ESM platform in MTS Bank showed the wide functionality of the SimpleOne platform. The system was launched in the industrial environment as quickly as possible, with high-quality support from the vendor and contractor. In 2023, the second part of the project is planned - the implementation of other requirements of the Bank of Russia on operational reliability, process automation, release management, as well as constant improvement of the portal for collecting ideas from employees. It is also planned to begin automation of HR and IT processes, noted Alexey Nesterov, IT Operations Director of MTS Bank.

The Systematics team has been focusing on the implementation and development of ITSM/ESM class solutions for several years and has experience working with the products of many vendors. In the MTS Bank project, the choice of specialists fell on the Russian SimpleOne software platform. The product is especially relevant in the key of import substitution, it is included in the register of domestic software. The company was able to form the necessary project team in a short time, using the available knowledge, together with the specialists of the customer and the vendor, quickly reached all the stated requirements in the first phase of the project. In the future, the company will continue to develop functionality and support the system during its operation, commented Andrei Yakunchenkov, head of the department for work with financial organizations of the company "Systematics."

The MTS Bank team together with the integrator "Systematics" showed a high level of professionalism and focus on the result. This additionally motivated all participants to get implementation - for example, the first stage of the project was completed in just 120 days. This is a good indicator. Established communication between the client, partner and SimpleOne, as a vendor, made it possible not only to quickly find solutions to important issues, but also to collect wishes for the further development of products, added Sergey Chukanov, CEO of SimpleOne.