Devoteam enhances communication at a worldwide finance house with streamlined regional centres of IT service excellence. Our client is one of the world’s largest interdealer money brokers and operates as an intermediary in wholesale financial markets. Nevertheless, their continued success was at risk due to a reliance on multiple, outdated IT Service Management tools, which made their services inflexible and obscured the true cost of operations.
The Snapshot
1
A global financial brokerage firm grappled with a decentralised and inefficient IT service management structure spread across its international operations.
2
The firm’s reliance on multiple, outdated service management platforms resulted in operational inflexibility and obscured the true cost of providing IT services.
3
Following a strategic assessment of their needs, Devoteam implemented a single, unified ITSM solution to consolidate processes and establish a single system of record.
Main Challenges
With offices in 21 countries across four continents and over 1,500 employees, this broker firm facilitates the trading activities through electronic solutions of its banking clients in eight major product groups: Rates, Volatility, Treasury, Non-Banking, Energy & Commodities, Credit, Equities and Property. Our client had deployed a number of ITSM tool solutions to support its business users. However, having so many tools has rendered IT services inflexible while obscuring the true cost of providing services to the business. The firm knew that a service management transformation would be necessary if it were to maintain its pre-eminent position in the world of money-broking. Following a competitive tender, the client engaged Devoteam, with our wealth of experience in Enterprise Service Management, to conduct an assessment of its needs using our agile consultancy-led method, SPOT.
What Did We Solve?
Devoteam identified that the major issue for the firm was the current setup of multiple platforms to support their service management processes. All three major solutions in place – BMC Remedy, Jira and MetaStore – were running older versions. As a result of the input from the workshop and Devoteam’s experience of the market, we recommended, instead, a whole new path which would produce:
- a single ITIL-based ITSM solution
- integrated Software Development Life Cycle management and Project Management
- the ability to implement a controlled improvement programme in productive waves.
A number of requirements called for extending the breadth of the solution to support the business in the future. This would mean going beyond the scope of a version upgrade and investing in an alternative solution. Devoteam believes the most important factor in selecting the right solution is to understand the real requirements – hence the value of SPOT. To that end, we recommended ServiceNow as the best solution to meet the client’s strategic business requirements.
ServiceNow offers IT management over the Internet through the Software as a Service (SaaS) model with a forms-based workflow system for IT service automation, resource management, shared services, reduced cost of maintenance and intuitive reporting.
The Transformation Manager: “At the post-implementation review the feedback was excellent, and we are seeing the benefits in terms of response rates and the satisfaction of business users with IT. We want to maintain our pre-eminent position in the world of money-broking, and Devoteam has been an essential and valuable partner in achieving our business aims.”
Main Benefits
Eliminated ticket duplication and automated SLA reporting through a single system of record.
Increased business user satisfaction with improved IT response rates and communication.
Optimised resource allocation with complete visibility of support team workloads.
Devoteam helped the client move from operational silos to interlinked centres of excellence by improving visibility and clearing up communication channels.
Locating all requests and incidents in a single system of record eliminated the duplication of tickets and enabled automated monitoring and SLA reporting. The Service Desk now provides a single point of communication for each region, which has vastly improved inter-group communication. Additionally, the management information has helped to optimise resources, as visibility of the support teams ensures the appropriate allocation of personnel and aids planning.
In Conclusion
The implementation of a single, modern ITSM platform has done more than solve immediate operational challenges; it has provided the foundation for future agility and growth. With streamlined processes and clear data visibility, the firm is now empowered to adapt to market demands and pursue a programme of continuous improvement. This strategic overhaul ensures their IT infrastructure is no longer a constraint but a key enabler for maintaining their leadership status in the years to come.