IT Lightspeed Pioneer featuring ING Bank Australia. Aron Campbell Manager Cloud Infrastructure & Platforms ING Bank Australia

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Nancy Garrison
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1 IT Lightspeed Pioneer featuring ING Bank Australia Aron Campbell Manager Cloud Infrastructure & Platforms ING Bank Australia

2 Agenda ING Introduction ING Challenge Project Background Value achieved

Speaker Introduction NAME: Aron Campbell TITLE: Manager Cloud Infrastructure & Platforms FUNCTION: IT Infrastructure & Service Management COMPANY: ING Bank Australia EXPERIENCE: 25 year history IT

3 Speaker Introduction NAME: Aron Campbell TITLE: Manager Cloud Infrastructure & Platforms FUNCTION: IT Infrastructure & Service Management COMPANY: ING Bank Australia EXPERIENCE: 25 year history IT infrastructure and engineering in securities trading, insurance, corporate banking and now retail banking. EXPERTISE: DevOps, IT Operations. Member of ING Global ServiceNow Community CURRENT PROJECTS: IT Risk Appetite, Next Generation Private Cloud, Global One Way of Working

4 Objectives and What You Will Learn Objectives Efficiently move ITSM to a global standard platform and retain local context What you will learn Share industry and organisation context Challenges facing an agile organisation Not just ITSM Hidden benefits

5 Banking in context Tightening regulations (Global, Euro-centric, Domestic) Changing customer and stakeholder expectations Always on and always there Secure Multiple ways to interact Social and sustainable Industry transformation Simplification and digitisation

6 ING Global Organisation ING in context Global Banking Organisation with Amsterdam HQ Primary business activities Retail and Wholesale Banking Euro centric retail banking operation 52,000 employees world-wide Massive transformation Mission Empowering people to stay a step ahead in life and in business

7 ING Global Organisation

8 Global ServiceNow Usage ServiceNow Global Usage Between production instances Netherlands HR Country Based ITSM, ITOM, PMO etc. Global Divisional ITSM e.g. Wholesale Banking Project and Backlog Management ING Private Cloud Global Suppliers

9 ING Australia Overview Established 1999 Simple products with low or no fees Award winning contact centre No own ATM or branches Over 1.5 million customers Over 350K Primary Bank Customers Over 450K Mortgages How customers interact with ING ATM Paywave / ApplePay / AndroidPay Secure banking website Mobile App Availability Target Contact Centre 99.99% Phone Banking 24 x Days Mortgage Brokers BPAY and Direct Debit

10 Website

11 Mobile App / Apple Pay & Android Pay

12 ING Australia Technology Foundation 2012 Bank In a Box 2014 Zero Touch Project Agile Way of Work IT Service Management Foundation SOX Audited processes High Bar on Availability Targets Deliver value frequently

ING Australia CD Pipeline Continuous Integration Continuous Testing Release Candidate Next version of the bank Switch Seamless Promotion Build Automation Functional & Integrated Final Acceptance &

13 ING Australia CD Pipeline Continuous Integration Continuous Testing Release Candidate Next version of the bank Switch Seamless Promotion Build Automation Functional & Integrated Final Acceptance & Full Bank vnext Verification in Production New bank version available Full Bank Regression Previous Version Performance & Security Dev Test Bank in A Box (n environments) Acceptance Production 2 Data Centres Active-Active

14 ING Australia CD Pipeline URL URL Bank Stack Bank Stack Bank Stack Bank Stack Release 1 Release 2 Release 1 Release 2 Pre-Switch Db Post-Switch Db

15 ING Australia CD Pipeline URL URL Bank Stack Release 2 Bank Stack Release 2 Bank Stack Release 3 DCGC Db Build Db

16 ING Australia CD Pipeline URL URL Bank Stack Bank Stack Bank Stack Bank Stack Release 2 Release 3 Release 2 Release 3 Pre-Switch Db Post-Switch Db

17 The Challenge Continual hands-free discovery Automatically relate build to the application portfolio Multiple vnext releases per week Regular DCGC Fail fast Keeping on top of lifecycle risks, not just O/S A common definition of the service, what it is using and what do we need to know

18 Objectives Business Case As a result of being a fast moving organisation certain IT risks in the environment were becoming unacceptable ITSM tools not keeping up We were not fully able to discover current state of our services No single source for our application portfolio Justification (Why ServiceNow) Globally utilised and an existing knowledge base Secure SaaS Automation interface capability and discovery methods

19 Project Timeline 2015 Jul-Dec 2016 Feb 2016 Apr-Oct 2016 Dec Investigation Business Case Poland Visit Process Walk CMDB model Security Model Agile Delivery Process Testing Fine-tuning Training Go Live

20 Solution at a Glance Additionally PMO adopted ServiceNow Project Portfolio alignment to Global Agile Framework Shift to Squad and Tribe based resource management

21 Solution Approach ITSM Platform ITOM ITBM Improved processes Improved User Interface API CMDB Discovery Automation Engine Timecards Project Management Security Model Resource Management Reporting Performance Analytics

22 Solution Approach Build Greenfield Minimal data migration Leverage internal expertise Local Process Experts ServiceNow configuration expertise - ING Services Polska Learn by doing Continually improve

23 Results IT Risk IT Service Staff engagement with system Continual Discovery Single Enterprise Data Source

24 Additional Value Global Context Harmonised processes and tools Harmonised data reporting and data reuse Global Project Portfolio reporting IT Risk reporting G-SOC alignment Waste Reduction Local Context Single Information Source for Project Office IT Services IT Risk IT Operations Server Patching Vulnerability Scanning Performance dashboards Asset Management

Challenges Project ITSM implementation team in Poland PMO implementation team local Cultural differences particularly with language Keeping

25 Challenges Project ITSM implementation team in Poland PMO implementation team local Cultural differences particularly with language Keeping local team members engaged Defining done for each module Integrating work across multiple dev regions Supporting training and system learning

26 Our Next Steps Process and Functional Continual Improvements Service Portal and Catalog Reporting and data analysis Global Instance Connectivity Better integration with internal platforms

27 Top Takeaways Manage Risks Support Fast Moving Organisation Go greenfield Leverage Knowledge Automate Broad Benefits Immediate Hidden

28 Our go-live celebration

29 Aron Campbell Manager Cloud Infrastructure & Platforms ING Bank Australia Thank You

Customer Challenges SOLUTION BENEFITS

Customer Challenges SOLUTION BENEFITS SOLUTION BRIEF Matilda Cloud Solutions simplify migration of your applications to a public or private cloud, then monitor and control the environment for ongoing IT operations. Our solution empowers businesses