Shulou(Shulou.com)06/02 Report--

[introduction] "more and more banks are more like technology companies now!" With reference to European and American trends, modern enterprises should first of all be a technology company! " Large foreign enterprises even set up special IT innovation centers, and to improve the level of IT services, they all use ITSM software systems. These statements are becoming more and more popular, in fact, they all reflect the unavoidable torrent of the times: science and technology can enhance the competitiveness of enterprises, at the same time, the mechanism of science and technology service enterprises also needs to be improved, and the security brought by science and technology also needs to be improved.

What does the promotion of science and technology services rely on? Is it enough to rely on traditional manual management? What does the information security of banking and financial industry really rely on? Is it enough to rely solely on personnel and skills? The international standard of ISO20000 tells us that it is not enough! All these also depend on "process management"! The so-called "one fence, three piles" to improve science and technology services and safety: "personnel", "technology" and "process management" are indispensable! In fact, the CBRC also has relevant policy guidelines and requirements. The policy makers of Changzhi Bank are far-sighted and clearly aware of this. The smooth implementation of the Guojin ITSM project in Changzhi Bank has made the bank's blueprint for intensive management of various operation and maintenance elements become a reality with the user service as the center, for the purpose of improving operation and maintenance management, safety management and service level, and helping the bank to improve the intensive, process and modern IT operation and maintenance service management and successfully integrate with international ITIL/ISO20000 standards. At the same time, it also improves the security level of informatization, which paves the way for the subsequent smooth expansion of the bank's business construction and technology management.

[Changzhi × × background]

Changzhi Bank (formerly Changzhi City Commercial Bank) is a local joint-stock bank with independent legal personality, which was established on December 22, 2005 and officially changed its name to Changzhi Bank on January 27, 2014, on the basis of Changzhi City Credit Cooperative and with the approval of China Banking Regulatory Commission. At present, there are 23 branches with registered capital of 1 billion yuan and more than 800 employees. In the future, Changzhi Bank will, under the correct leadership of the municipal party committee and municipal government and the effective supervision of regulatory departments, thoroughly implement various economic and financial principles and policies, give full play to the role of local banks as the main force, and speed up the construction of modern city commercial banks. actively make new and greater contributions to the development of the local economy!

I. the background, brief course and requirements of the ITSM project of Changzhi Bank

1. Project background

With the continuous development and improvement of the information construction of Changzhi Bank, the business activities of the bank rely more and more on the support of scientific and technological information to the business. How to strengthen and improve the internal IT service management of the bank, and maximize the utilization of IT resources, has become the top priority of the IT department, and the CBRC has corresponding management requirements for the operation and maintenance of information technology. With the improvement of user demand and the continuous expansion of business, manual excel registration and manual assignment of work orders have been unable to meet the business development of Changzhi Bank and the management requirements of CBRC.

Changzhi Bank has 33 existing outlets, which rely on excel to record work orders and manually assign work orders, which can not achieve real-time work order tracking and query, and does not form an effective knowledge base, which not only reduces user satisfaction, but also wastes a lot of valuable time, but also makes the bank's IT technicians very busy, virtually wasting a lot of manpower and financial resources.

In order to strengthen the bank's IT service management and meet the management needs of the CBRC, the ITSM tool has become an urgent task for the science and technology department of Changzhi Bank. After the Science and Technology Department of the bank spent more than half a year, strict and careful comparison, selection, and comprehensive testing of a number of ITSM products, the Guojin software Servitech ITSM system stood out in June 2018 and successfully became the first choice for the ITSM project of Changzhi Bank.

2. Brief history of Servitech project

Since July 2018, the project was implemented on site by Guojin engineer EzrealLiang; in August 2017, customers formally tried out and deployed the production environment, testing and production were carried out at the same time, and successfully accepted and put into use at the end of August.

3. Project requirements

1) related systems or processes of event management, problem management, knowledge base management, change management and service level management.

2) can provide IT help desk process, event resolution rate, first-line submission of second-line and third-line event and trend analysis reports.

3) Information technology assessment management (Ministry of Science and Technology Information).

4) IT information system event classification and management regulations.

5) Annual information system events and failure statistics can be provided.

6) the event flow can be customized to simplify the request process to meet the procedural use of the information department.

7) the alarm request can be docked with the monitor, and the alarm can be created automatically and can be handled by the engineer according to the alarm classification.

4. Main tasks of Servitech project

First, to complete the customer project requirements:

The implementation solutions for customer project requirements are as follows:

1) for event, problem, knowledge base, change and service level modules, our Guojin Servitech products have corresponding management modules (request management, problem management, knowledge base management, change management, SLA protocol management).

2) in event management, Servitech can customize the process and view the process (tracking process) in the request details. This time, the flow chart is implemented in Changzhi Bank:

3) SLA protocol management in Servitech system can solve the needs of customers for information assessment, and can set service level for the whole company or department SLA for each department.

4) in the Servitech system, request classification can be set to meet the needs of customers for request classification, and the corresponding request service can also be set to manage the request service type.

5) Servitech system has many flexibly developed interfaces to facilitate other applications, such as monitoring alarm push interface, single sign-on automatic login interface, AD user synchronization interface and so on.

Second, effective allocation of organizational structure and authority, clear definition of roles and division of responsibilities.

Third, complete the docking with the monitoring, configure the alarm request push corresponding engineer processing rules to achieve customer requirements.

Fourth, to ensure the security and reliability of the information system environment, not only improve the level of operation and maintenance services of the system, but also enhance the security of the overall information application environment, and build a safe and unified operation and maintenance system.

Fifth, establish a knowledge sharing mechanism, transform personal experience into enterprise knowledge, improve the level of IT service as a whole, ensure the quality of service, and establish a complete work monitoring mechanism, so that managers at all levels can know the working status of their regions / departments at any time, so as to find and solve problems in time and reverse the passive situation of their work.

II. Effect after implementation

In accordance with the country's overall deployment of informatization, Changzhi Bank conscientiously implemented the information work, took the continuous promotion of commercial bank reform and development as the main line, increased infrastructure construction, and built an IT information operation and maintenance center; after the implementation of the Servitech project in Guojin, a unified operation and maintenance system was built, which promoted the improvement of the IT operation and maintenance level of Changzhi Bank.

1) Servitech operation and maintenance management sets up the standard, simple and standard operation and maintenance service management of Changzhi Bank and starts the IT service management system.

2) achieve process standardization, business standardization, and process-oriented to further improve business efficiency, not only reduce the workload of users, but also provide high-quality IT services and customer satisfaction in the standardized and transparent process.

3) convenient and quick fault declaration and handling to ensure smooth operation of the key links of the service.

4) help customers to realize the integration of monitoring, operation and maintenance, so that customer monitoring faults can be recorded, and the alarm can be timely, safe and effective to be dealt with and maintained in time, so as to improve the real-time monitoring and processing of faults.

5) help customers to clarify the service management standards of the Science and Technology Information Department, and improve the evaluation of engineers' workload and work quality.

After the successful launch of the Guojin ITSM project, Changzhi Bank's IT operation and maintenance service management has achieved initial results, significantly improving the ability and level of IT operation and maintenance services, ensuring the security and reliability of the information system environment, and realizing the continuous improvement of IT operation and service management!

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