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Indian Bank improves services availability with IT management.
CUSTOMER PROFILE Industry: Financial services Company: Indian Bank Employees: 19,000 Revenue: $34,000 million
BUSINESS Indian Bank is a government-owned bank, responsible for providing a wide range of financial services to people in some of the poorer areas of the country. The bank has 1,756 branches and 19,000 employees.
CHALLENGE To ensure its core applications remain highly available, Indian Bank must be able to respond quickly to IT infrastructure problems. But without adequate monitoring tools, the bank was struggling to resolve IT issues.
SOLUTION Indian Bank implemented CA NSM and CA Service Desk Manager to enable a proactive approach to IT service management. The bank also uses CA XOsoft Replication to ensure high availability of the service management solution.
BENEFIT Using the CA Technologies solutions, Indian Bank has been able to improve fix times and therefore service levels, resulting in greater staff productivity and improved customer services and satisfaction.
As a result. India Bank’s business is now highly dependent on IT with the bank’s 1. including educational loans. Indian Bank With the bank’s operations and customer service levels so reliant upon the availability and performance of key applications.” Deepak Sarda Assistant General Manager. including branches in Singapore and Sri Lanka and 240 overseas correspondent banks in 70 countries. 02 .Indian Bank Business Inclusive banking services for all Indians Owned by the Government of India. they may be unable to carry out important transactions. Challenge Providing secure and convenient access to ﬁnancial services Like most ﬁnancial services companies. Indian Bank provides a full range of banking services. pensions and investment to 21 million customers. the Internet. Indian Bank has been quick to take advantage of the latest technologies to deliver better services to its customers. It was responsible for introducing self-help groups and ﬁnancial inclusion programmes for those living in the poorer areas of the country.750 branches using a centralised core banking application to deliver customer services. “If staff cannot access our banking applications. The bank also administers government schemes and specialises in rural development. Indian Bank has more than 1. wealth management. Customers can also access services via 1.756 branches throughout India. mobile and telephone banking centres. ensuring a rapid response to problems within the IT infrastructure is essential.000 automated teller machines (ATMs).
the bank had no method for tracking incidents to ensure they were appropriately resolved. which issues automated alerts when system parameters reach pre-defined thresholds servers monitored by CA NSM. This could cause signiﬁcant inconvenience for our customers and would quickly impact our reputation. Without adequate server monitoring tools. As Sarda explains. which led to ﬁx times that were no longer acceptable to the business.” 74 servers monitored by CA NSM. and often only became aware of an issue when it was reported by an end user or the bank’s application support team. Assistant General Manager at Indian Bank. To add further complication. “If staff and customers are unable to access our banking applications. the team lacked visibility of potential problems.” To prevent IT infrastructure issues. It is important that our use of technology continues to enable our customers not hinder them. Indian Bank has a dedicated datacentre support team that is responsible for managing the servers that host its business-critical applications. however. which issues automated alerts when system parameters reach pre-defined thresholds 03 . comments. This resulted in a poor perception of service quality among our staff and affected productivity. “The lack of a standardised process for incident and problem management meant that we were unable to efﬁciently prioritise issues and end users were frequently impacted. they may be unable to carry out important ﬁnancial transactions.Indian Bank Deepak Sarda. Long-winded manual root cause analysis was then necessary to identify the source of the problem.
CMC recommended a range of integrated and automated CA Technologies solutions. Deployed in October 2009. Indian Bank The issues identiﬁed by CA NSM are automatically logged as tickets in CA Service Desk Manager to ensure that the resolution process can start as quickly as possible. “Critical alerts are sent to the datacentre support team via SMS and email to ensure a rapid response. Indian Bank also uses CA Service Desk Manager’s knowledge tools to enable helpdesk staff to address issues quickly.” Deepak Sarda Assistant General Manager. including CA NSM. CA CMDB and CA XOsoft Replication. Following a comprehensive assessment of the bank’s needs.” explains Sarda. reach pre-deﬁned thresholds. such as CPU usage and server response times. 04 .Indian Bank Solution Ensuring a rapid response to IT problems Indian Bank partnered with IT solutions provider CMC to help improve its IT service management processes. “Issues that do not require an urgent resolution are colour-coded on a ‘trafﬁc light’ basis and logged to enable a more intelligent approach to incident management and resource allocation. This gives us greater control and visibility in order to evaluate and improve IT service delivery. “CA Service Desk Manager has enabled us to implement standardised and streamlined processes for incident and problem management.” comments Sarda. The solution issues automated alerts when system parameters.” “Ensuring our customers can always access the banking services they need helps maintain our reputation. the bank uses CA NSM to monitor 74 AIX. signiﬁcantly improving the mean time to repair. CA Service Desk Manager. CA XOsoft Replication replicates data from the CA Technologies IT management solutions to ensure IT staff can continue to access critical data from CA NSM and CA Service Desk Manager in the event of a hardware failure. Windows and Linux servers.
without limitation. including. trade names.” Copyright ©2010 CA Technologies. This document is for your informational purposes only. in particular the datacentre support team • Improve staff satisfaction and productivity • Safeguard customer services. In no event will CA be liable for any loss or damage. . any implied warranties of merchantability. business interruption. goodwill or lost data. All rights reserved. To the extent permitted by applicable law. lost proﬁts. Sarda comments. direct or indirect. service marks and logos referenced herein belong to their respective companies. “Ensuring our customers can always access the banking services they need helps maintain satisfaction levels and Indian Bank’s reputation. and often ﬁx issues before they impact end users or external customers. ” Standardised and integrated IT service management processes have also helped Indian Bank: • Increase the efﬁciency of IT staff. ﬁtness for a particular purpose.Beneﬁt Safeguarding customer satisfaction Better prioritisation of incidents and faster ﬁx times have enabled Indian Bank to signiﬁcantly improve IT service levels. IT service quality directly impacts the bank’s customers.” comments Sarda. “With technology underpinning all the company’s processes. including. from the use of this document. All trademarks. CA assumes no responsibility for the accuracy or completeness of the information. or non-infringement. “With CA Technologies’ solutions. without limitation. CA provides this document “as is” without warranty of any kind. even if CA is expressly advised in advance of the possibility of such damages. we can respond more rapidly to IT problems.
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