The bank had implemented an ITSM solution to support its domestic and international operations. However, as the organisation scaled, the existing system became increasingly inadequate. The ITSM platform operated in silos and struggled to meet evolving business and operational demands, resulting in several critical challenges:
- Licensing Gaps Leading to Operational Inefficiencies: The bank was operating with inappropriate or insufficient licenses, causing functional limitations, performance constraints, and inconsistent usage across teams.
- Absence of a Robust Patching Strategy: Without a standardized patching framework, patch deployments were ad-hoc and inconsistent. This resulted in increased vulnerabilities, compliance risks, and performance instability.
- Incorrect and Unvalidated Data in the Service Configuration Database (SCD): The lack of a structured validation process led to frequent data errors, inaccuracies, and incomplete records—impacting decision-making, reporting, and automation initiatives.
- SLA Calculation Errors Affecting Service Compliance: Incorrect SLA logic and ambiguous SLA definitions contributed to negative SLA compliance, poor service accountability, and customer dissatisfaction.
- Lack of Integration with Vulnerability Assessment (VA) Tools: Security gaps remained undetected due to the absence of integration between ITSM and VA tools, increasing the organisation’s exposure to cyber risks.
- No Integration Between Monitoring and Ticketing Tools: This disconnect caused slow incident detection, delayed responses, and limited visibility into infrastructure health—resulting in operational inefficiencies.
- Incomplete Infrastructure Discovery: Missing or outdated inventory details created monitoring blind spots, elevated security risks, and hindered proactive maintenance.
- No Secure File Transfer Mechanism: The absence of a secure, compliant file transfer capability negatively impacted collaboration, data sharing, and communication across teams.
The Outcome Focused Solution Design
- IT Service Management (ITSM): Streamlined service management processes, automating incident, problem, change, and request management for increased productivity and reduced response times. Automated SLA tracking, measurement, and reporting, providing real-time insights and reducing human error.
- BMC IT Operations Management: Deployed BMC TrueSight Operations Management and Entuity Network Analytics for real-time IT infrastructure visibility. Proactive monitoring and alerting minimized disruptions and enhanced system reliability. Integration with BMC ITSM streamlined incident management.
- Workload Automation: Implemented BMC Control-M to streamline batch processing and ensure critical jobs were executed without delay. Configured secure file transfer jobs for data protection during transit.
- Workflow Automation: Automated manual processes, such as user onboarding and approval workflows, significantly reducing operational overhead.
- Software Deployment: Automated software deployment to streamline software development and release processes.
- Patch Management Solution: Utilized BMC TrueSight Server Automation and BMC TrueSight Automation Console for comprehensive patch management, including patch prioritization, testing, deployment schedules, and rollback strategies. Integrated with the VA tool for auto patch mapping and remediation to prevent compliance violations.
- SCD Validation: Employed BMC Client Management and BMC TrueSight Server Automation for SCD validation rules, identifying and validating required changes.
- Infrastructure Discovery Coverage: Implemented BMC Discovery to discover servers, network devices, storage devices, applications, databases, etc., providing inventory visibility in a single console.
Transformational Outcomes & Tangible Gains
Kinsfolk implemented the following modules to meet the bank’s requirements:
- Enhanced Service Quality: Incident resolution time was reduced by 40%, leading to improved service quality and customer satisfaction.
- Operational Efficiency: Manual processes were automated, resulting in a reduction of 30% in operational costs.
- Proactive Issue Resolution: Real-time monitoring and alerting led to a 50% decrease in service disruptions, ensuring uninterrupted banking services.
- Streamlined Workflows: Workflow automation reduced approval process times by 60%, enhancing overall process efficiency.
- Improved Compliance: The bank achieved better regulatory compliance through enhanced visibility and reporting capabilities.
