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 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.
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.
