Deploypartners Case Study

One of Australia’s largest banks had a problem. The banks’ outdated service desk software was starting to creak at the seams, it was becoming increasingly harder to support and update.

The challenge

The Bank came to DeployPartners and IBM for a new solution that would meet their high service requirements.

The Bank’s brief was complex. They needed a solution that could replace the current service management system, while remaining up to date with patches and new application stacks. The new system also needed to be user-friendly and work with all devices.

The other requirements were:

  • Information Technology Infrastructure Library (ITIL) aligned for Request, Incident, Problem and Change processes
  • Asset management integration
  • A Service Catalogue and Self Service Portal (being implemented in a future phase)
  • Reporting Dashboards that displayed key data points

Specific technical challenges on this project were:

  • Migration of all IT Asset information including PO, PR, contracts, etc from the on-premise solution SCCD on MS-SQL to SaaS ICD on DB2;
  • Migration of ITAM customisations from on-premise to SaaS. This required a high level of automation scripting to replace the custom Java classes (not available in the SaaS version);
  • User roles and groups controlled via AD groups;
  • Moving from a user and system-centric solution to a service-centric solution;
  • Migration existing reports into new reporting solution and build new reports using IBM Cognos;
  • Integration of OMNIBus event forwarding system with new Service Desk;
  • Understand and mitigate security challenges in moving data to the cloud through security risk workshops, locking down system, two-factor authentication etc;
  • Consider the cultural change of moving to a cloud SaaS offering including support processes; and
  • Ensuring integration stability for upload times for bulk uploads (hardware/software asset data).

Our Solution

DeployPartners was IBM’s delivery partner for this project. DeployPartners is already IBM’s preferred supplier for the CSI and ITSM solution stack, so they could leverage this close existing partnership when designing the bank’s new system. The system migration from an on-premise software to SaaS was the first of its kind ever done globally. DeployPartners engineers leveraged embedded technology and customised scripting to execute the migration seamlessly.

Another challenge was that customisations in the original system couldn’t be migrated due to restrictions in the SaaS platform. Our engineers were able to overcome this and get the required functionality with smart use of custom Automation Scripts.

Other automation scripts were created to ensure authorisation and authentication to IBM® Control Desk™ was able to be controlled via Active Directory (AD).

Outcome

IBM® Control Desk™ was selected to replace the existing service desk system. DeployPartners configured it to apply rules based on the banks’ business needs. The old technology didn’t do this, so the bank saw an uptick in productivity with the new system.

The new system is a cloud-based SaaS (Software as a Service) solution. This means it’s scalable, can be used on different devices, and is easier to keep up to date. IBM® Control Desk™ supports current best practice and PINKVerify Certification for Service Delivery processes such as Request, Incident, Problem, Change Management and 8 other ITIL processes.

Tivoli Asset Management for IT is the asset management component of the IBM® Control Desk™ suite and had been in-use throughout the bank prior to this project commencement and facilitates the management of its fleet of desktop and laptop computers for both back office and branch environments.

The integration points that have been migrated and uplifted from the current USD tool and the Enterprise Service Management capabilities include:

  • Event Management (Omnibus)
  • IT Asset Management (IEM API integration)
  • Security Management (AD enabling SSO and Two-Factor sign on)
  • Alert Management via Event Management (Xmatters/CA Automation Point)
  • Reporting (Cognos Analytics)
  • eGate (Facilities Hardware calls to IBM).

Support

After the warranty period for go live, DeployPartners assisted the bank with a 6 month 24/7 support agreement. 24/7 service desk facilities, as well as level 3 advanced support, were in place when required. For ongoing support, DeployPartners worked with the Bank to include ICD into its monthly Continuous Improvement release schedule to deliver any enhancements or updates whilst providing tool mentoring for the bank’s ICD and Reporting teams.

For ongoing support, DeployPartners has put in place a monthly release schedule that delivers any enhancements or updates whilst providing tool mentoring for the bank’s ICD admin team.

Business benefits

The successful agile transformation to a cloud-based service desk and asset management system has forced a cultural and behavioural change to both the Banks IT systems and users. This has spawned the demand for more user self-service, and delivery of services more instantaneously, while Cloud has driven a do-more-for-less and quicker paradigm. The adoption of a cloud-based service has allowed for access to the system anywhere, anytime, any device. Allowing technical teams to view and update their tickets whilst on-call, and senior management to have a view of open high priority tickets.

A support handbook, feedback into New Care portal and new support agreement enables a closer relationship with IBM. Implementation of CI’s and Classifications as mandatory items for tickets provide more accurate reporting and quicker INC/SR/PRB resolution with inbuilt workflows. This allows for continuous improvement activities such as migrating manual documents, spreadsheets, etc. into ITIL aligned applications and building of custom applications to meet business requirements.

“Some vendors make dealing with them difficult – this was not one of those occasions. From the onset DeployPartners provided good advice on how the project was likely to pan out and was actively involved in ensuring its success. Apart from being responsible for the solution design aspects Michael managed the resources assigned to this project.”