| Implementation of a
centralized service desk and
ITRM tools for a large
Indian bank. |
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The Client |
| Our client is one of
India's largest banks, with
operations spanning more
than 4,500 locations. |
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The Challenge |
| The client needed a
centralized service desk
that would provide
efficient, remote support
for its widespread
operations. |
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The Solution |
Our solution included:
- Implementation of a
centralized service
desk, accessed by over
4500 branches, including
associate banks
- IT resource
management for all
desktops. This included:
- Centralized remote
software deployment on
desktops
- Centralized asset
inventory collection of
desktops
- Remote control
connection of desktops.
- Integration of
service desk with ITRM
Tools and Active
Directory
- Implementation of
high availability for
service desk server fail
over
- Platforms include CA
Service Desk, CA Asset
Management, CA Unicentre
Remote Control, Oracle
9i, MS SQL, Crystal
Reports
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The Benefits |
The benefits included:
- Successful
integration of localized
tools and local domains
across 4500 locations to
a single centralized
service desk
- Creation of a
repository having
complete IT Inventory
- 80% reduction in
support calls due to
centralization service
desk and remote support
- SLA-based support
for core banking
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