{"id":500069,"date":"2014-08-21T14:24:50","date_gmt":"2014-08-21T12:24:50","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/devoteam-transforms-service-management-for-global-finance-house\/"},"modified":"2025-06-11T12:10:31","modified_gmt":"2025-06-11T10:10:31","slug":"devoteam-transforms-service-management-for-global-finance-house","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/en-se\/success-story\/devoteam-transforms-service-management-for-global-finance-house\/","title":{"rendered":"Devoteam Transforms Service Management for Global Finance House"},"content":{"rendered":"\n

Devoteam enhances communication at a worldwide finance house with streamlined regional centres of IT service excellence. Our client is one of the world\u2019s 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 Nevertheless, their continued success was at risk due to a reliance on multiple, outdated IT Service Management tools, which made their services inflexible and obscured the true cost of operations. <\/p>\n\n\n\n

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The Snapshot<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

A global financial brokerage firm grappled with a decentralised and inefficient IT service management structure spread across its international operations.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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2<\/strong><\/p>\n\n\n\n

The firm’s reliance on multiple, outdated service management platforms resulted in operational inflexibility and obscured the true cost of providing IT services.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/strong><\/p>\n\n\n\n

Following a strategic assessment of their needs, Devoteam implemented a single, unified ITSM solution to consolidate processes and establish a single system of record.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Main Challenges<\/h2>\n<\/div>\n\n\n\n

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.<\/p>\n\n\n\n

What Did We Solve?<\/h2>\n\n\n\n
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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 \u2013 BMC Remedy, Jira and MetaStore \u2013 were running older versions. As a result of the input from the workshop and Devoteam\u2019s experience of the market, we recommended, instead, a whole new path which would produce:<\/p>\n