Success Story.

OX- IT Transformation for a global investment bank

The client is a multinational investment bank and financial services company headquartered in Germany. The bank’s network spans more than 58 countries, with a significant presence in Europe, the Americas, and Asia.

Business Need:

The client has over 5000+ applications and needs to standardize their monitoring process. Its main goal was to centralize and automate IT operations and create an operational platform that would support the management of all applications through unified monitoring. The business requirements included:

Centralize Tools and Automate IT Operations using Runbook Engineering to improve operational efficiency and standardize best practices.
A solution to rationalize the network and application monitoring tools
A common platform to monitor 5000+ applications

Solution

YASH Technologies was instrumental in driving transformation and enhancing IT service delivery. The solution delivered by YASH has successfully reduced service desk costs and provided a high-quality service. The solution comprised:

Delivering an Enterprise-wide Service-Management automation solution
Formation of Agile PODs (Project optimized Development) teams to deliver solutions
Delivering automation and monitoring of a set of independent PODs
Two Automation PODs and one Monitoring POD active

Critical IT Service Requests Self-Service Automation Achievements using Microsoft Systems Orchestrator Runbooks

Bitlocker PIN Reset. Automated password resets
CSAT Surveys
New DoD requests & OptimizationsNAC (Enabling/Disabling Non-CNDB Class CI)
Joiners, Movers, and Leaver’s requests (JML)
New File Share requests
Skype for business requests, Pchat rooms – Create & Manage requests
Automated Avaya Name Change requests

Critical Monitoring & Telemetry Achievements

End user monitoring personalized infrastructure dashboards using Splunk & Cockpit UI
Centralized 100+ application monitoring & Infra tools
Integration of ChatBot with DBSupport Plus using TARE architecture.

Benefits

Designed

a customized cockpit to monitor both network and over 5000 system applications

Increase

in automated password resets from 30% to over 70%, leading to direct service desk cost savings

Overall

self-serviced ticket volumes are up from 5.2% to 10.8%

Increased

end-user satisfaction with a significant decrease in resolution time

60 FTE

reductions in workforce requirement for service desk operations

The POD model

provided the bank with a flexible resource model to optimize costs while maintaining the quality of the deliverables.

More than

€ 450,000 in annual savings generated by increased offshore PODs

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