In Mtbank the support service of IT is automated

Information systems play a key role in banking business: wins against the bank which is most automating the activity fight for the client. At the same time, not each bank is ready to spend a lot of time for IT projects. But today there are solutions allowing to execute implementation and start of an information system in two weeks and with worthy quality. So much time was required to Mtbank Ltd for automation of a support service of IT based on the solution Naumen Service Desk. The blitz project was executed by NAUMEN companies (Russia) and QuadroSoft (Belarus).

The project in Mtbank Ltd became one of the Republic of Belarus first implementation projects of an information system of the class Service Desk. This experience proves: the large-scale purposes are achievable even in the minimum terms and without loss of quality. For this purpose it is necessary to choose easily implemented product and a professional command of contractors of the project.

Now customer service of bank is conducted at head office, 6 centers of the banking services and 30 payment processing centers located in Minsk, Brest, Gomel, Grodno, Vitebsk, Mogilev, Molodechno, Zhodino and Babruysk. The intensive development of bank which is followed by significant growth in a business portfolio and internal IT infrastructure was resulted in need of toughening of control of regulations and processes on ensuring fault tolerance of information systems.

"The customer support department and information systems could not work with growth of number of requests any more "on a call", additional resources for their service were required. And then the decision was made: not seek "excess hands" elsewhere, and find ways of increase in efficiency of the existing resources. Automation of a support service became one of such methods, – Vasily Shpakovsky, the director of the department of information technologies of Mtbank Ltd tells. – After testing of the different systems we stopped on the solution of the Russian developer – Naumen Service Desk. Now, after the termination of the first stage of automation, one may say, that a choice was made correctly, and there is a confidence that further development of a system will go, at least, the same rates".

According to Vasily Amelkin, the head of department of operation of information systems of Mtbank Ltd, for benefit of the solution Naumen Service Desk inclined such arguments as: Russian-speaking specialists in a support service of the developer of a product, wide experience of vendor on implementation of the system in the former Soviet Union, a simple and user-friendly interface of a system, existence of local service of technical support on behalf of the partner and, of course, the cost and a license policy.

During the project the team of specialists of NAUMEN and QuadroSoft carried out express inspection of a current status of user support of IT services of bank, including, an interview with heads of departments of the department of information technologies (DIT) of bank and business users. Just next day the information system Naumen Service Desk was already unrolled and customized. It became possible thanks to the preconfigured automation model of work of IT service – Naumen Service Management Model(NSMM) in which experience of more than 250 projects executed by NAUMEN in various sectors of the economy is built.

Having unrolled a system, contractors of the project corrected the NSMM settings, having reoriented them on needs of the customer: selected functional groups, made little changes to setup of lifecycles of requests, recustomized instruments of obtaining reports according to the metrics stated in requirements. Besides, integration with a directory service of Microsoft Active Directory was executed and transparent authentication of users is configured. As a result, a system in two days was already ready to use.

"It, really, was quick start from a status of "nothing" before automation of the current processes, – Kiselyov Andrey, the director of the company says QuadroSoft. – Use of the preconfigured reports, procedures of the notification and escalation the transparency and controllability of request processing raise. Employees of the bank can send requests to a support service now and also – to trace their status, using "personal account". Implementation of all these tasks, undoubtedly, will improve service quality of users of IT services of bank".

"The project in Mtbank is a useful experience which will be demanded in the market. All project, from implementation before start in commercial operation of a system, took only two weeks. The important role in it was played by a clear understanding by the customer of the tasks and harmonious work of a team of contractors. Use in the project of our product Naumen Service Desk and the preconfigured management model allowed our partner, QuadroSoft company, to carry out a part of project tasks independently", – Valiyev Timur, the head on work with partners of NAUMEN summarizes.

The project became the first step on the way of process automation of management of Mtbank IT services. Further development of the project for improvement of quality of user support is planned. Also, in the nearest future Mtbank is going to connect to an information system of the outsourcers servicing infrastructure in sales points of banking services.

2013: migration on the 4th version of Naumen Service Desk