Eurobank ITSM An 8 years Journey to Maturity

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1 Eurobank ITSM An 8 years Journey to Maturity Kostas Zafiris Sector Head, Group IT Operations and Infrastructure Page 1

2 Greek Banks business & macro environment The challenging landscape Comply with regulatory requirements 3 major Business Goals Active NPL management Turbulent macroeconomic environment Digital ecosystem and FinTechs disruption Attract deposits New Business Sustainable profitability and a carefully designed journey towards next-era Eurobank Control Operational Risk Increased customer control Bank s transformation journey Troubled asset management Business - Corporate Transformation IT Landscape Refresh Digital LEAN TAG Eurobank ITSM: An 8 years Journey to Maturity Page 2

3 Security IT Governance is shaping IT Strategic Priorities during the last years Challenges IT Response Strategic transformation Initiatives Digital channels Workflows & Process Automation Design and execute an open architecture landscape enabling digital offerings & ecosystem Enhance BPM capabilities to foster agility to constantly changing needs Business Analytics Core banking capabilities Robust infrastructure Enable customer insight & targeting, big data capabilities and analytics offering to front line Enhance Deposits, Loans and Remedial offering, modernize core towards digital Enable processing capabilities and elasticity of the underline infrastructure and architecture Eurobank ITSM: An 8 years Journey to Maturity Page 3

4 Eurobank IT operating model IT adopts a Bimodal approach within a unified ITSM operating framework Innovate Differentiate Run Waterfall Mode Agile Mode ITSM operating framework Eurobank ITSM: An 8 years Journey to Maturity Page 4

5 ITSM key value drivers Unifying the IT Ecosystem 2 Production Data Centers and 2 DR Data Centers ~70 Services with 400+ Application assets, servers, ~9000 users Various IT market technologies Improve Resolution Time and Service Availability Asset Visibility Reduces Risks Increase Service Level Transparency and QoS consistency Enabling better IT manageability and business value potential Eurobank ITSM: An 8 years Journey to Maturity Page 5

6 The Journey s roadmap to ITSM maturity ISO20000 Certification (2013) Define and establish ITSM operating model Shaping Service Management Tools optimization, Key process leaning & automation Further processes leaning & automation 38 processes encompassing all IT functions Procedural controls Basic tools automation Security embedded 70+ SLAs CMDB (all services, apps, infrastructure) Deploying best practices on a priority basis Agile software development Devops seeding Integrating ITSM & ISMS Tools integration Agile development scaling Devops practices expanding Cloud services spreading Tools expanding & unifying Eurobank ITSM: An 8 years Journey to Maturity Page 6

7 Services Operation Model Key drivers: economies of scale, agility and tools uniformity-integration ECOSYSTEM DRIVEN Data Center Auto-Discovery Dependency Mapping CAPACITY MANAGEMENT Optimizing resource utilization Prime CMDB Service, Application, Infrastructure Infrastructure Assets Change Management Event Management, Performance Monitoring, Data Analytics Data center inventory, configuration and relationship data Federation Federated Insight CMDB Service, Application, Infrastructure Service Request S/W Deployment Mgt Incident Known Error Data Base Problem Resolution Knowledge Management Reporting: SLA, SLO, KPIs AGILE SOFTWARE DEVELOPMENT LIFECYLCE PROCESSES DRIVEN Eurobank ITSM: An 8 years Journey to Maturity Page 7

8 Value of ITSM Consistency and Uniformity (indicative) Raise overall availability to % Reduce all IT Services MTTR to 16 min Enable knowledge-centric processes to deliver insights for more efficient resolution / prevention Informed and holistic discovery of service improvement opportunities Consolidated dynamic Management Reporting Availability Trend MTTR Trend 99,995 99, , , ,975 99,970 99,965 99,960 99,955 99, Eurobank ITSM: An 8 years Journey to Maturity Page 8

9 Future of Service Management Today Human Driven Comprehensive tools Tomorrow Chatbots/Virtual Agents Process ISO20000 Collaborative Self-Service Chatbot & AI Lowest Cost Eurobank ITSM: An 8 years Journey to Maturity Page 9

10 Lessons Learned 1. Selection of a single tool is not a panacea in a complex and changing environment 2. Iterative Integration Unification across different tooling suites is a proven value optimization option 3. Environment transformation and ecosystem growth dictate continuous upgrading of processes & tools 4. Continuous service improvement takes significant effort, time, investment and culture shaping Learn fast, respond & heal quickly, avoid reocurrence Eurobank ITSM: An 8 years Journey to Maturity Page 10