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