Online banking, server hosting and application hosting were to be further developed. The difficulty here was that faults were only identified by customers via the enterprise helpdesk.
Online Banking Manager
Industry
Banking
Use Case
Online Banking Manager
Project period
18 months consulting phase, 16 years managed service
Problem: Customers report IT faults
Online banking, server hosting and application hosting were to be further developed. The difficulty here was that faults via the enterprise helpdesk were only recognized by customers. This was making waves in the customer's top-level management and needed to be resolved as quickly as possible.
"Thanks to the trusting cooperation, we were able to relieve the department and optimally develop the services and processes."
Initial situation
The coordination of the departments caused a great deal of effort. There was no central committee to coordinate the requirements. The lack of service trees made it difficult to ensure that the components belonged together. System failures could only be detected reactively.
After consultation phase
The availability and performance of the systems could be read in regular minute cycles. This allowed the system to be converted from reactive problem management to a proactive process.
During the managed service phase
The roll-out was then extended from one application to a further 250+ applications. Four full-time resources took care of the further development, innovation and expansion of the system (Continuous Service Improvement). Our team was also the point of contact for integrations into the digital control center, escalation management internally and with the manufacturers.
Result 1
Harmonized cooperation between departments through operationalization of topics. Transparent service trees across all systems (aligned with naming conventions). Higher availability of services. Employee satisfaction through managed service.
Result 2
Lower system costs, centralized reporting of KPIs, minimization of downtimes, outsourcing of support, further development cycles.
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