Post on 17-Jul-2015
Providing a Service Center With Service Catalog
Tuncay NeratVP/IT Service Management
Yapi Kredi Bank
Agenda
YAPI KREDI BANK OVERVIEW
WHY DID WE NEED SERVICE CATALOG
VOLUME OF REQUEST
BUSINESS & IT SERVICE ALIGNMENT
INTEGRATIONS
PROJECT TIMELINE
1
2
3
4
5
6
ACHIEVEMENTS7
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Yapi Kredi Bank
Founded as Turkey’s first private bank with a nationwide presence in 1944
Introduced computerization to the Turkish banking sector
Yapi Kredi Bank now owned by Koc Financial Services (a 50/50 joint venture between Unicredit and Koc group)
OVERVIEW
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Yapi Kredi Bank
Today Yapi Kredi Bank is the fourth largest private bank in Turkey– 1,000 branches all over Turkey
– Over 18,000 employees
– 10.2 million active customers
– Subsidiaries/branches in five different countries
OVERVIEW
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Why Did We Need Service Catalog?
Segregating incidents and demands
The current platform was getting to be out of date
Increasing workload of managing some demand process manually
Legal issues and SLA obligations
GROWING CUSTOMER REQUIREMENTS IN GROWING ORGANIZATION
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Service Management
#551 - Total Services #117 – Business
Services
#99 Business Domain
#15 IT Domain
#434 – IT Services
#3 Business Domain
#32 IT Domain
Mission Critical Requests Authorization & Passwords
Branch Opening
ATM Installations
IT Asset Management
No- IT Asset Management
#19 – Integration Layer
Business and IT Service Alignment
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Integrations
Need
Authorization
Service CatalogEnd User Integration Layer
WEB
SER
VIC
ES
Core Banking Application
Before Integration(Service Lifetime Duration)
After Integration(Service Lifetime Duration)
46 min per request Less than 1 min per request
Service Catalog With Core Business Application
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Project Timeline
(*) End of year estimation
Delivered Services/Year 2011 2012 2013 2014
40 Services
25 Services
14 Services
472 Services(*)
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Volume of Request
(*) As of August 2014
7,985
31,346
71,334
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
1
Series1 Series2 Series3
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Achievements
Decreasing service lifetime duration for request fullfilment– From an average of 46 minutes per request to 16 minutes per request
Decreasing duration for launching new services– Average development duration of less than 2 days for simple services
Increasing customer satisfaction rate
Handling more requests with same resources but with less effort
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Summary
Key topics
We have departed with some ‘’simple’’ needs:
While customer requirements are growing, we had a challenge finding a balance in resources, managing the SLA environment and providing a high level of customer satisfaction.
Findings
Transformed to a service centric organization model
Average development duration less than 2 days for simple services
From an average of 46 min. per request to 16 min. per request
Experiences
Even with diverse infrastructures, it only took a year to achieve all CA service advantages corporate wide. Especially, impressive considering customer satisfaction rates increased, while banking products’ diversity increased and product development processes were shortened.
A Few Words to Review
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Summary
Sustainable Customer Loyalty
ResultsToday, its wide geographic service area and its multichannel infrastructure do not present barriers to offering superior quality and sustainable financial services to 10.2 million Yapı Kredi Bank customers. Industry leader CA Technologies proven solutions, CA Service Desk Manager and CA Service Catalog, answer questions for 12,000+ customers’ daily requests with 551 services that have been defined in our IT Service Catalog.
And for now, two magic words, mobile and agile, make the service quality of Yapı Kredi visible in every layer of the banking operations. Mobile access to the Service Catalog has made IT services sustainable and agile everywhere. By its leadership in 7/24 banking, Yapı Kredi Bank is very successfully managing 3,000+ ATM, 3 million internet banking customers, 10.9 percent of market share in mobile banking, 42 million customer contact database, two call centers and about half million POS terminals with high-level service quality at this moment.
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For More Information
To learn more about Management Cloud,
please visit:
http://bit.ly/1wEnPhz
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