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Epsilon can integrate with various ticketing platforms to give single click service catalogues as well as provide auto heal solutions for frequently appearing problems.
Epsilon can integrate with various ticketing platforms to give single click service catalogues as well as provide auto heal solutions for frequently appearing problems.
Epsilon can integrate with various ticketing platforms to give single click service catalogues as well as provide auto heal solutions for frequently appearing problems.
BACKGROUND One of the 25 largest global banks provides a range of banking and financial products and services to around eight million customers. The bank aims to become a super-regional bank by expanding its presence in the Asia Pacific region. This bank wanted a time-efficient solution; they were looking to install a system that would help them accept requests from users, provide access to share folders, change security pins, and install different software on workstations in the least time possible.
The three most frequent requests that the IT staff received were shared folder access; password reset; and software deployment. The global service desk of the bank maintained these services, which comprised a series of manual steps. The manual nature of this process resulted in problems including:
Long hours of manual effort Increased risk of human error Time consuming, monotonous, and repetitive tasks Frequent deviations from the SLA SOLUTION Shared Folder Access Epsilon helps automate the process by integrating approvals, geographic constraints, and role based accesses into workflows. The user raises a request using an MS Excel form, which goes into a shared folder mailbox. The Epsilon workflow picks up the requests from the mailbox and checks whether the folder requested by the user exists and then sends the request for approval to the owner of the folder and the manager of the user.
WITH EPSILON,
The banking corporation saves an estimated 370 man-hours per month for shared folder access alone. The number of requests served per day for shared folder access has increased by 800%.
Software Deployment Requests for software deployment included deployment of any software or updating current versions of software on users laptops or desktops. Epsilon automated all the manual steps of the deployment process. Inside Epsilons workflows are approvals, and pre-checks that are essential for the banks compliance processes. Customer Use Case: Case title 2 Idea Device Technologies Pvt. Ltd. info@ideadevice.com | India 1 800 200 5393 | US 1 800 200 5393 | Singapore +65 9857 4993
WITH EPSILON,
Only IT approved versions of software are installed on the users machines. The banking corporation enjoys 0% human error, and thus 0 hours for error correction. Timesaving of an estimated 495 man-hours per month due to minimal response time. The request servicing capacity has increased by 1400%. Audit is a cakewalk, as Epsilon generates weekly reports, featuring the software list that has been deployed. These reports are directly sent to the stakeholders.
Password Reset The Epsilon workflow helped automates three activities: Unlocking the user account; workstation password reset; and changing the security pin through its built-in IVR (Interactive Voice Recognition) feature. The average number of requests for all three activities is around 366 per day.
WITH EPSILON,
Process time is reduced from 30 to 2 minutes, thus saving 3500 man-hours per month for this activity. Increased in the number of requests serviced by 1400% due to minimal response time. Security of the passwords is ensured, as there is no manual intervention.
BENEFITS With Epsilon deployed in their IT, the bank enjoys the following benefits:
Time Savings: Epsilon helps save several man-hours by automating repetitive but crucial tasks. The total man hours saved in a year by implementing only three Epsilon workflows is around 53500, which is equivalent to saving 26 employee man hours per year.
Cost Savings: The bank now makes yearly savings of around US $ 290,000 using these three workflows of Epsilon
Ensured Service Availability: Epsilon has reduced turnaround time and increased the capacity of serviced requests by around 1200%. It processes requests any time of the day, thus ensuring 24*7availability.
Eliminated manual error: Automation through Epsilon has helped the bank erase the chances of manual errors as there is no manual intervention in any of these activities.
Ensured Process Compliance: All the steps in any of the tasks adhere to the compliance requirements of ITIL, thus making these tasks more process oriented.
Ability to meet and exceed SLA: With Epsilon, the bank can now process all requests within the SLA time. In fact, with Epsilon they have created a more aggressive SLA.
Security Compliance: Passwords are now automatically generated by Epsilon, thus ensuring compliance with security requirements.