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Devoteam transforms service management for global finance house

Devoteam enhances communication at worldwide finance house with streamlined regional centres of IT service excellence. 

Main challenges

Our client is one of the world’s largest interdealer money brokers and operates as an intermediary in wholesale financial markets. With offices in 21 countries across four continents and over 1,500 employees, this broker firm facilitates the trading activities through electronic solutions of its banking clients in eight major product groups: Rates, Volatility, Treasury, Non-Banking, Energy & Commodities, Credit, Equities and Property.
Our client had deployed a number of ITSM tool solutions to support its business users. However, having so many tools had rendered IT services inflexible while obscuring the true cost of providing service to the business. The firm knew that an overhaul of its service management would be necessary if it were to maintain its pre-eminent position in the world of money-broking. Following a competitive tender the client engaged Devoteam, with our wealth of experience in Enterprise Service Management, to conduct an assessment of its needs using our agile consultancy-led method, SPOT.

What did we solve?

Devoteam identified that the major issue for the firm was the current setup of multiple platforms to support their service management processes. All three major solutions in place – BMC Remedy, Jira and MetaStore – were running older versions. As a result of the input from the workshop and Devoteam’s experience of the market, we recommended, instead, a whole new path which would produce:

  • a single ITIL-based ITSM solution
  • integrated Software Development Life Cycle management and Project Management
  • the ability to implement a controlled improvement programme in productive waves.

A number of requirements called for extending the breadth of the solution to support the business in the future. This would mean going beyond the scope of a version upgrade and investing in an alternative solution. Devoteam believes the most important factor in selecting the right solution is to understand the real requirements – hence the value of SPOT. To that end, we recommended ServiceNow as the best solution to meet the client’s strategic business requirements.

ServiceNow offers IT management over the Internet through the Software as a Service (SaaS) model with a forms-based workflow system for IT service automation, resource management, shared services, reduced cost of maintenance and intuitive reporting.

“At the post-implementation review the feedback was excellent, and we are seeing the benefits in terms of response rates and the satisfaction of business users with IT. We want to maintain our pre-eminent position in the world of money-broking, and Devoteam has been an essential and valuable partner in achieving our business aims”

Main benefits

Devoteam has helped the client move away from operational silos to interlinked centres of excellence through improved visibility and clearer communication channels:

  • the location of all requests and incidents in a single system of record has eliminated duplication of tickets and enabled automated monitoring and SLA reporting;
  • the Service Desk now provides a single point of communication for each region and inter-group communication has improved vastly;
  • management information has helped optimise resources with visibility of the support teams ensuring the appropriate allocation of personnel, which aids planning.