Video: Southwest China's largest bank drives service desk success with BMC (1:38)
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Business Challenge
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.
BMC Solution
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.
Business Impact
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.
“Remedy has streamlined, standardized, and automated our ITSM processes and BMC’s philosophy of integrated operation and maintenance provides an excellent foundation for the bank’s future expansion."
— Chen Jie, Vice President and Chief Architect, Sichuan Rural Credit Union and Cooperative Bank
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Featured Offerings:
TrueSight Operations Management
Analytics-driven performance management to find and resolve availability and performance issues
Learn More | Start a free trialRemedy Service Management Suite
Innovative enterprise service management platform built natively for mobile with an intuitive, people-centric user experience
Learn More | Start a free trialDiscovery for Multi-Cloud
Automatic discovery of data center and multi-cloud inventory, configuration, and relationship data
Learn More | Start a free trialBladeLogic Server Automation
Enforce compliance, remediate security vulnerabilities and fully automate server lifecycle functions
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