Large credit union revolutionizes its IT service management and reduces service calls by 87%

With over 40,000 employees serving clients in more than 5,000 branches, Sichuan Rural Credit Union and Cooperative Bank is transforming itself to meet the skyrocketing demand for digital banking. To support digital transformation, the bank’s Information Technology Center (ITC) has built 100+ business systems that facilitate online banking as well as activities for its dispersed branches. Now in Project II of a three-phased initiative, ITC has replaced manual IT service management (ITSM) processes with best practices and tools that are empowering the bank to deliver an exceptional customer experience while reducing costs.

Monitoring with TrueSight Operations Management was put in place during Project I. In Project II, ITC established a three-level service support system for more than 40,000 employees using Remedy Service Management Suite, BMC Discovery (previously Atrium Discovery and Dependency Mapping) and BMC Atrium CMDB. ITC has also implemented BladeLogic Server Automation to handle server provisioning.

The new support model has lightened the workload for the headquarters service desk and is speeding the handling of incidents, service requests, and changes.

• Service request efficiency improved dramatically, with 69% of requests responded to within one hour.
• Fifty percent of incidents are resolved in less than four hours and 35% are closed in one hour.
• Self service accounts for 36% of ticket submissions, reducing the number of help desk calls.