Financial services
Maintenance and operation of 25 management information applications
Starting point
- Expiry of existing contracts for maintenance and operations of the applications of the automotive bank
- Transition of service delivery to ITIL Version 3 framework
- Reduction of application management costs
- Long-term service assurance through a 5-year contract
- KPI systems are used to ensure delivery reliability and quality
Procedure
- Transition of the applications in 4 waves with multiple gateways to ensure the quality of the handover
- Support for the transition and application management through KPI reporting at 4 control and aggregation levels
- Adoption of all ITIL processes such as Incident Management, Service Fulfillment, Event Management, Change Management, Release Management,
- Problem Management, as well as Access Management and Continuous Service Improvement
Features/Project outcome
- Complete takeover of application operations for 25 applications
- Stabilization and improvement of service quality
- Transparency of quality through an extensive KPI system
- Efficiency increase through close collaboration between operations and maintenance
- Cost reduction through targeted service delivery in offshoring
Customer benefits
- Reduction of internal resource usage
- Efficient management of application management through unified KPIs
- Monitoring of service quality through the measurability of all essential processes
- Improved scalability through the use of external resources and offshoring
- Reduction of costs and management effort

Erich Holzinger | Senior Manager / Authorised Officer