CUSTOMER SUCCESS STORY

Indian Bank improves services availability with IT management.

CUSTOMER PROFILE Industry: Financial services Company: Indian Bank Employees: 19,000 Revenue: $34,000 million

BUSINESS Indian Bank is a government-owned bank, responsible for providing a wide range of financial services to people in some of the poorer areas of the country. The bank has 1,756 branches and 19,000 employees.

CHALLENGE To ensure its core applications remain highly available, Indian Bank must be able to respond quickly to IT infrastructure problems. But without adequate monitoring tools, the bank was struggling to resolve IT issues.

SOLUTION Indian Bank implemented CA NSM and CA Service Desk Manager to enable a proactive approach to IT service management. The bank also uses CA XOsoft Replication to ensure high availability of the service management solution.

BENEFIT Using the CA Technologies solutions, Indian Bank has been able to improve fix times and therefore service levels, resulting in greater staff productivity and improved customer services and satisfaction.

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Business
Inclusive banking services for all Indians Owned by the Government of India, Indian Bank provides a full range of banking services, including educational loans, wealth management, pensions and investment to 21 million customers. The bank also administers government schemes and specialises in rural development. It was responsible for introducing self-help groups and nancial inclusion programmes for those living in the poorer areas of the country. Indian Bank has more than 1,756 branches throughout India, including branches in Singapore and Sri Lanka and 240 overseas correspondent banks in 70 countries.

Challenge
Providing secure and convenient access to nancial services Like most nancial services companies, Indian Bank has been quick to take advantage of the latest technologies to deliver better services to its customers. As a result, India Banks business is now highly dependent on IT with the banks 1,750 branches using a centralised core banking application to deliver customer services. Customers can also access services via 1,000 automated teller machines (ATMs), the Internet, mobile and telephone banking centres.

If staff cannot access our banking applications, they may be unable to carry out important transactions.
Deepak Sarda Assistant General Manager, Indian Bank

With the banks operations and customer service levels so reliant upon the availability and performance of key applications, ensuring a rapid response to problems within the IT infrastructure is essential.

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Deepak Sarda, Assistant General Manager at Indian Bank, comments, If staff and customers are unable to access our banking applications, they may be unable to carry out important nancial transactions. This could cause signicant inconvenience for our customers and would quickly impact our reputation. It is important that our use of technology continues to enable our customers not hinder them. To prevent IT infrastructure issues, Indian Bank has a dedicated datacentre support team that is responsible for managing the servers that host its business-critical applications. Without adequate server monitoring tools, however, the team lacked visibility of potential problems, and often only became aware of an issue when it was reported by an end user or the banks application support team. Long-winded manual root cause analysis was then necessary to identify the source of the problem, which led to x times that were no longer acceptable to the business. To add further complication, the bank had no method for tracking incidents to ensure they were appropriately resolved. As Sarda explains, The lack of a standardised process for incident and problem management meant that we were unable to efciently prioritise issues and end users were frequently impacted. This resulted in a poor perception of service quality among our staff and affected productivity.

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servers monitored by CA NSM, which issues automated alerts when system parameters reach pre-defined thresholds servers monitored by CA NSM, which issues automated alerts when system parameters reach pre-defined thresholds
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Solution
Ensuring a rapid response to IT problems Indian Bank partnered with IT solutions provider CMC to help improve its IT service management processes. Following a comprehensive assessment of the banks needs, CMC recommended a range of integrated and automated CA Technologies solutions, including CA NSM, CA Service Desk Manager, CA CMDB and CA XOsoft Replication. Deployed in October 2009, the bank uses CA NSM to monitor 74 AIX, Windows and Linux servers. The solution issues automated alerts when system parameters, such as CPU usage and server response times, reach pre-dened thresholds. Critical alerts are sent to the datacentre support team via SMS and email to ensure a rapid response, explains Sarda. Issues that do not require an urgent resolution are colour-coded on a trafc light basis and logged to enable a more intelligent approach to incident management and resource allocation.

Ensuring our customers can always access the banking services they need helps maintain our reputation.
Deepak Sarda Assistant General Manager, Indian Bank

The issues identied by CA NSM are automatically logged as tickets in CA Service Desk Manager to ensure that the resolution process can start as quickly as possible. CA Service Desk Manager has enabled us to implement standardised and streamlined processes for incident and problem management. This gives us greater control and visibility in order to evaluate and improve IT service delivery, comments Sarda. Indian Bank also uses CA Service Desk Managers knowledge tools to enable helpdesk staff to address issues quickly, signicantly improving the mean time to repair. CA XOsoft Replication replicates data from the CA Technologies IT management solutions to ensure IT staff can continue to access critical data from CA NSM and CA Service Desk Manager in the event of a hardware failure.

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Safeguarding customer satisfaction Better prioritisation of incidents and faster x times have enabled Indian Bank to signicantly improve IT service levels. Sarda comments, With CA Technologies solutions, we can respond more rapidly to IT problems, and often x issues before they impact end users or external customers. Standardised and integrated IT service management processes have also helped Indian Bank: Increase the efciency of IT staff, in particular the datacentre support team Improve staff satisfaction and productivity Safeguard customer services. With technology underpinning all the companys processes, IT service quality directly impacts the banks customers, comments Sarda. Ensuring our customers can always access the banking services they need helps maintain satisfaction levels and Indian Banks reputation.

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