DSK Bank | BMC Software Case Study

CASE STUDY

DSK Bank optimizes service support processes within IT and Business areas

Client

Founded in 1951 and being part of OTP Group since 2003, DSK Bank is the oldest bank in Bulgaria and a market leader in retail and private banking. DSK does not only offer financial services from which asset management, pension, and leasing but also protection systems, guarding, and travel and tourism-related services.

Solution

Bright Consulting was selected to deliver an integrated IT Service Management solution at DSK Bank based on the BMC Remedy ITSM platform. The consulting team’s commitment and best practice approach were focused on:

 

  • Project team awareness training focused on ITIL and BMC solution alignment;
  • Design and implementation of key ITSM process in BMC Remedy platform;
  • Integration of existing monitoring tools with BMC Remedy system;
  • End-user adoption training;
  • Managed services for providing operational support and system enhancement.

 

Key processes improved

 

Bright Consulting role as a trusted ITSM consultant helped DSK Bank raise the maturity of the IT Service Management process and achieve quick wins in improving the operational efficiency and quality of service. Key improvements include processes like:

 

  • Incident and Problem Management;
  • Service Level Management;
  • Knowledge Management;
  • Logistics Process Management;
  • Security Request Management.

Results

 

Bright Consulting team commitment and best practice approach were evident in all project deliverables:

 

  • Improved quality of service;
  • Optimized service support function with integrated ITSM system based on ITIL best practices;
  • Improved resource utilization and visibility through alignment of support teams activities;
  • Increased customer satisfaction;
  • Increased incident resolution;
  • Empowered end users with self-service capabilities.

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Client

Founded in 1951 and being part of OTP Group since 2003, DSK Bank is the oldest bank in Bulgaria and a market leader in retail and private banking. DSK does not only offer financial services from which asset management, pension, and leasing but also protection systems, guarding, and travel and tourism-related services.

Solution

Bright Consulting was selected to deliver an integrated IT Service Management solution at DSK Bank based on the BMC Remedy ITSM platform. The consulting team’s commitment and best practice approach were focused on:

 

  • Project team awareness training focused on ITIL and BMC solution alignment;
  • Design and implementation of key ITSM process in BMC Remedy platform;
  • Integration of existing monitoring tools with BMC Remedy system;
  • End-user adoption training;
  • Managed services for providing operational support and system enhancement.

 

Key processes improved

 

Bright Consulting role as a trusted ITSM consultant helped DSK Bank raise the maturity of the IT Service Management process and achieve quick wins in improving the operational efficiency and quality of service. Key improvements include processes like:

 

  • Incident and Problem Management;
  • Service Level Management;
  • Knowledge Management;
  • Logistics Process Management;
  • Security Request Management.

Results

 

Bright Consulting team commitment and best practice approach were evident in all project deliverables:

 

  • Improved quality of service;
  • Optimized service support function with integrated ITSM system based on ITIL best practices;
  • Improved resource utilization and visibility through alignment of support teams activities;
  • Increased customer satisfaction;
  • Increased incident resolution;
  • Empowered end users with self-service capabilities.