Financial Services Firm Overhauls IT Service Management Program for Substantial Improvements in Change and Asset Management

Challenge

An international financial services firm which offers life insurance, health insurance and investment services looked to overhaul their current IT service management (ITSM) program to:

  • Gain a better understanding of their assets across 20+ subsidiary agencies for comprehensive disaster recovery planning
  • More effectively implement enterprise change management
  • Reduce challenges experienced with their current ITSM platform
  • Drive higher user adoption of their ITSM platform of choice across agencies
  • Provide knowledge transfer via a training program for IT managers
  • Provide a foundation for effective digital enablement across the firm’s family of brands

Solution

The client chose Emtec as a trusted partner to achieve their service management aspirations because of our extensive expertise in IT service management, enterprise service management, and change management, as well as our experience in the financial sector. Emtec’s team of ITSM experts:

  • Directed a business process modeling exercise with the client’s team to identify potential areas for improvement
  • Developed a strategy to maintain the currency (completeness, accuracy, and relevance) of their discovered assets over time
  • Implemented BMC’s Discovery platform with numerous business integrations including knowledge management, document management, financials, and project management platforms
  • Created a business model and methodology for each onboarded agency for enterprise discovery, asset collection and mapping based on key attributes
  • Managed and trained the client’s offshore team on their BMC Discovery software and new ITSM processes for discovery and mapping of assets, as well as how to perform periodic updates moving forward

Results

Now, with a modernized ITSM platform and revamped service management program and processes in place, the organization is well positioned for effective change and asset management across their family of brands. Benefits realized include:

  • More accurate understanding of their technical architecture, reducing risk from potential disasters
  • Significantly enhanced business continuity planning based on accurate architectural operations data
  • Reduced costs through the reduction and redirection of excess assets to where they are needed most
  • Improved change management and chargeback capabilities

Industry
Financial Services

Revenue
$44 B

Headquarters
Canada

Employees
24,000

Business Impacts

  • 90% of their platforms are now aligned to respective business units for more effective business continuity planning and risk management
  • Reduced recovery planning spend by 25% through strict focus on key business processes
  • Decreased cycle time for change request approvals - from initial submission to approved status by 80%
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