MCB Bank Ltd increases compliance with service level agreements by 180 percent with CA Service Desk Manager

Transcription

1 CUSTOMER SUCCESS STORY June 2013 MCB Bank Ltd increases compliance with service level agreements by 180 percent with CA Service Desk Manager CLIENT PROFILE Industry: Banking Company: MCB Bank Ltd Employees: Over 10,000 Revenue: PKR billion BUSINESS MCB Bank Ltd. provides retail, corporate, consumer, Islamic and international banking services for over 4.9 million customers. Established in 1947, it is now one of Pakistan s leading financial services organisations. CHALLENGE To provide responsive customer services, MCB Bank Ltd. needs to ensure its IT systems are continuously available. Without effective IT support processes in place, the IT function was struggling to meet service level agreements (SLAs). SOLUTION MCB Bank Ltd now uses CA Service Desk Manager to track around 15,000 to 18,000 tickets per month. Self-service capabilities, automated escalations and real-time reporting maximise efficiency. BENEFIT The bank now meets service level agreements 98 percent of the time compared with 34 percent previously. It has also been able to simplify compliance with industry regulations, reduce costs and improve customer service levels.

2 2 Customer Success Story: MCB Bank Ltd June 2013 ca.com Business Helping customers achieve a more prosperous and secure future With 4.9 million customers and over 1,150 branches, MCB Bank Ltd. is one of Pakistan s leading financial services organisations. Established in 1947, the bank provides retail, corporate and international banking services and has more than 650 ATMs in 110 cities. Its nationwide network includes 22 Islamic banking branches that offer Sharia-compliant services. MCB Bank Ltd. s mission is to provide financial solutions that help its customers achieve a more prosperous and secure future. Following privatisation in 1991, the bank is majority-owned by business conglomerate the Nishat Group. Challenge Providing responsive customer services IT is an increasingly important differentiator in the financial services sector. Mr Imtiaz Mahmood, Head of Information Technology Group at MCB Bank Ltd, comments, Technology is key to providing us with a competitive edge. We need to ensure our IT systems are continuously available in more than 1,150 branches to provide reliable and responsive customer services. To safeguard system availability, MCB Bank Ltd must have an efficient IT support operation. However, fragmented processes meant that the bank s IT department was regularly failing to meet service level agreements (SLAs). The bank was using Excel spreadsheets to track incidents, problems and changes, but this highly manual approach made it difficult to collate and analyse data either for regulatory or service management purposes. Technology is key to providing us with a competitive edge. Mr Imtiaz Mahmood Head of Information Technology Group, MCB Bank Ltd To improve service levels and simplify compliance, MCB Bank Ltd launched a two-year, in house project to establish ITIL -aligned processes across its IT support operation. To achieve its objectives, the bank recognised it would need a service desk solution that provided inbuilt support for the new ITIL processes.

3 3 Customer Success Story: MCB Bank Ltd June 2013 ca.com Solution ITIL-aligned support services After evaluating service desk tools from several major vendors, MCB Bank Ltd decided to implement CA Service Desk Manager and its integral change management database, CA CMDB. As well as ensuring effective support processes, the solution would also help the bank to comply with industry regulations. Our regulator requires that we retain records of all IT incidents and changes to ensure accountability, which the CA Technologies solutions deliver, explains Mr Aasim Ashraf, Division Head ITSM & Information Security (Project Director). We felt the CA Technologies solution was the best match with the IT department s goals, comments Mr Mahmood. The solution is ITIL-aligned, very scalable, and came highly recommended. MCB Bank Ltd implemented CA Service Desk Manager over seven months in 2012 with assistance from local CA Technologies partner Trillium Information Security Systems. Mr. Muhammad Suhail Zafar, Unit Head Contact Center & Integration Services (Project Manager Functional Service Desk Support) at MCB Bank Ltd., comments, A Trillium project manager worked closely with our team to implement the solution. Thanks to Trillium s expertise and experience, the project was completed on time and to budget. Escalation processes are automated, which increases productivity and service levels are easier to meet. Mr Aasim Ashraf Division Head ITSM & Information Security (Project Director), MCB Bank Ltd The partner also provided training to enable MCB Bank Ltd. s IT team to manage the solution internally, which was supplemented by online training materials from CA Education. Within a month of going live, MCB Bank Ltd. was successfully using CA Service Desk Manager to automate incident and request management processes in line with ITIL best practice. As of early 2013, 15 service desk analysts & 50 plus backend level 2 support engineers are using CA Service Desk Manager to support around 10,000 IT users in 1,150 branches and 50 back office locations. Approximately 15,000 to 18,000 tickets are logged via the solution every month. Service desk staff use the solution s knowledge tools to prioritise and resolve incidents, while it s reporting capabilities help them to agree tangible SLAs with end-users, explains Mr. Ashraf. Escalation processes are automated by the solution, which increases productivity and means that service levels are easier to meet.

4 4 Customer Success Story: MCB Bank Ltd June 2013 ca.com Self-service capabilities and real-time reporting The solution s self-service capabilities have already helped to reduce the volume of calls to the helpdesk by 20 percent, as Mr Ashraf explains, IT users can view the progress and status of their tickets via an online portal and online real-time dashboards, which helps manage expectations. The bank expects to enjoy a further reduction in calls by increasing the knowledge articles that are available to end users as well as IT staff. As well as the being able to resolve incidents faster, MCB Bank Ltd can now report on them more easily too. We can create and view real-time reports using CA Service Desk Manager s dashboard, explains Mr Mahmood. We also use the solution to create top-level management reports that aid IT strategy and long-term planning. MCB Bank Ltd plans to extend its use of CA Service Desk Manager and CA CMDB to ITIL-aligned problem, change and configuration management during We have started to populate CA CMDB with critical configuration items, but will eventually implement an automated process to ensure our inventory of servers, desktop and network devices remains up-to-date in real time. This will provide our IT support staff with the information they need to proactively manage the environment. explains Mr Ashraf. Benefit Enabling staff to deliver more responsive customer services Since implementing CA Service Desk Manager, MCB Bank Ltd has increased compliance with SLAs from 34 percent to 98 percent. With automated escalations and better prioritisation, it is now much easier to meet our SLAs, explains Mr Ashraf. For example, an incident that would previously have taken eight hours to close will now just take three to four hours, which is well within our agreed service level thresholds. Faster resolution times have been achieved across the entire organisation, with the quality of service now consistent for MCB Bank Ltd s members of staff, regardless of their location. 188% increase in service level compliance

5 5 Customer Success Story: MCB Bank Ltd June 2013 Mr Zafar comments, CA Service Desk opens the door to new opportunities, such as bank-wide, one-touch technical support, which will further increase productivity. As well as improving end user service and satisfaction levels, enhanced incident management has enabled MCB Bank Ltd to: Simplify compliance with industry regulations through better reporting Reduce the number of service desk analysts as a result of fewer calls Improve customer service as IT systems are always available. With a more efficient IT support operation we have been able to reduce costs, which means greater profitability, comments Mr Mahmood. This is the first large-scale deployment of ITIL best practices in Pakistan, but following our success, we expect other banks to follow suit in the near future. Connect with CA Technologies at ca.com Agility Made Possible: The CA Technologies Advantage CA Technologies (NASDAQ: CA) provides IT management solutions that help customers manage and secure complex IT environments to support agile business services. Organizations leverage CA Technologies software and SaaS solutions to accelerate innovation, transform infrastructure and secure data and identities, from the data center to the cloud. CA Technologies is committed to ensuring our customers achieve their desired outcomes and expected business value through the use of our technology. To learn more about our customer success programs, visit ca.com/customer-success. For more information about CA Technologies go to ca.com. CA All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only, and does not form any type of warranty. The Customer success story is based on the actual experiences of the user but product descriptions may not reflect uses in all environments so actual results may vary.