DSK Bank

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 ITSM solution at DSK Bank based on BMC Remedy ITSM platform. The consulting team’s commitment and best practice approach was 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

 

  • Incident & Problem Management
  • Service Level Management
  • Knowledge Management
  • Logistics process management
  • Security request management

Results

 

  • 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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