BBVA: Definition of ITSM Service Management
Published by
Serban Group EN
at
Banking Sector:
BBVA
Banco Bilbao Vizcaya Argentaria S.A (BBVA) is a Spanish bank headquartered in Bilbao (Vizcaya, Basque Country). It is one of the largest financial entities in the world, and its main markets are Spain, Argentina, Colombia, Mexico, Peru, Venezuela, Uruguay, and Turkey.
Initial Situation
The client (BBVA) did not have effective management of incident, change, request, and problem processes. An immaturity was identified in ITIL processes (a framework that enables the implementation of ITSM methodology). Therefore, they sought to implement service operation processes under the ITIL best practices framework within the organization.- The client did not have an ITSM-based tool that aligned with the organization's needs.
- There was a need to implement mature ITIL processes that would lead to greater effectiveness and efficiency in resource management, technology, and reduction of service downtime.
- Achieve the highest degree of maturity in the involved processes.
What is an ITIL Process?
ITIL (Information Technology Infrastructure Library) processes are a set of recommended practices for IT (Information Technology) service management that focus on aligning IT services with business needs. These processes are designed to improve the efficiency and effectiveness of IT services and are divided into several main categories:
- Service Strategy Management: The objective of this phase is to create value for the customer and transform the IT service into a strategic asset. It includes a plan that integrates corporate culture, governance, policies, and standards to ensure the implementation and management of services.
- Service Design Management: This process maps the availability of sector professionals and analyzes their skills both to optimize existing services and to develop new ones.
- Service Transition Management: This phase involves the implementation and validation of the service. The transition affects the corporate environment; therefore, it is essential that employees understand the value of the change and its benefits.
- Service Operation Management: This stage aims to ensure that IT services are performed and delivered with quality, and also to ensure that they follow the guidelines determined by the Service Level Agreement (SLA).
- Continual Service Improvement Process: Continuous evaluation and improvement of IT services and associated processes.
How We Helped from Serban Group
After studying several existing tools in the market where service operation processes could be implemented, the decision was made to implement the BMC Remedy tool.
- Progressive definition of incident, change, request, problem procedures, and the CMDB.
- Development of an alerting tool to keep the organization (business and technology) informed of critical service incidents.
- Creation of a real-time information portal on the infrastructure status, incidents, and reports of all processes at a global level.
Results Obtained
Achieved sufficient maturity of service operation processes at the Spain level (study conducted by Pink Elephant), leading to the implementation of the processes globally throughout the organization.
Additionally, the client achieved:
- Reduction of service downtime.
- Reduction of incidents caused by changes.
- Automation of requests.
- Availability of real-time information.
The bank came to trust the solutions and professionalism of Serban Group’s personnel, growing from having 4 technical resources in 2006 to over 40 people in 2019 for the operation, configuration, and service development.