Case Studies La Caixa Automates IT Service Management to Enable Business Agility

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	La Caixa Automates IT Service Management to Enable Business Agility

La Caixa Automates IT Service Management to Enable Business Agility

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Data Visualization Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries	Finance & Insurance Retail
Applicable Functions	Business Operation Facility Management
Use Cases	Digital Thread Process Control & Optimization Regulatory Compliance Monitoring Remote Asset Management
Services	Software Design & Engineering Services System Integration Training
Challenge	Financial service organizations face significant challenges in adapting to changing customer requirements, legal regulations, and market forces. Processes and people are constantly realigned, requiring IT Service Management to keep up with access rights, software and equipment provisioning, applications, and infrastructure. Rigid technology makes every change difficult, time-consuming, and costly, and makes tracking, approving, and documenting them impossible. IT organizations thereby fail to support agile businesses and overspend on human and financial resources. When Caixabank found itself in a similar situation, the IT Services group decided to set up a new structure and technology that would provide the flexibility to make changes fast and easy, handle approvals and tracking automatically, and streamline operations to deliver services within budget. Read More
About Customer	La Caixa, through CaixaBank, is the leading bank in Spain by assets, deposits, and loans. More than 36,000 employees in 6,800 branches provide banking and insurance services to 14 million clients. The company has a strong commitment to growth across all segments domestically as well as internationally. Innovative technologies support this strategy by empowering employees to consistently deliver high-quality service and comprehensive offerings across multiple channels. Read More
Solution	In search of a solution, Caixabank turned to Getronics for advice, an IT Service and Consulting division of Dutch IT & Telecommunications firm KPN. After several meetings, Caixabank was convinced that they needed a process-based IT Service Management solution based on Ultimus. Process solutions coordinate people and systems according to rules while ensuring visibility and accountability for all tasks. With Ultimus, solutions inherit the ease of use, the flexibility, and the people management functionality from the process platform to achieve true agility for their operations. Caixabank set up a BPM team that also involved external resources to quickly start their initiative and skip the significant learning curve of process-related projects. The process team analyzed the situation and selected the areas that had the greatest opportunity for improvement. Once the first process was implemented, the results were measured to prove the success and ability of the new IT Service Management solution. Their success triggered many more process implementations in the area of Identity and Access Management, Software and Device Provisioning, Infrastructure Access, and IT Asset Management. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Application Infrastructure & Middleware - Data Visualization

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Finance & Insurance

Retail

Applicable Functions

Business Operation

Facility Management

Use Cases

Digital Thread

Process Control & Optimization

Regulatory Compliance Monitoring

Remote Asset Management

Services

Software Design & Engineering Services

System Integration

Training

Challenge

Financial service organizations face significant challenges in adapting to changing customer requirements, legal regulations, and market forces. Processes and people are constantly realigned, requiring IT Service Management to keep up with access rights, software and equipment provisioning, applications, and infrastructure. Rigid technology makes every change difficult, time-consuming, and costly, and makes tracking, approving, and documenting them impossible. IT organizations thereby fail to support agile businesses and overspend on human and financial resources. When Caixabank found itself in a similar situation, the IT Services group decided to set up a new structure and technology that would provide the flexibility to make changes fast and easy, handle approvals and tracking automatically, and streamline operations to deliver services within budget.

About Customer

La Caixa, through CaixaBank, is the leading bank in Spain by assets, deposits, and loans. More than 36,000 employees in 6,800 branches provide banking and insurance services to 14 million clients. The company has a strong commitment to growth across all segments domestically as well as internationally. Innovative technologies support this strategy by empowering employees to consistently deliver high-quality service and comprehensive offerings across multiple channels.

Solution

In search of a solution, Caixabank turned to Getronics for advice, an IT Service and Consulting division of Dutch IT & Telecommunications firm KPN. After several meetings, Caixabank was convinced that they needed a process-based IT Service Management solution based on Ultimus. Process solutions coordinate people and systems according to rules while ensuring visibility and accountability for all tasks. With Ultimus, solutions inherit the ease of use, the flexibility, and the people management functionality from the process platform to achieve true agility for their operations. Caixabank set up a BPM team that also involved external resources to quickly start their initiative and skip the significant learning curve of process-related projects. The process team analyzed the situation and selected the areas that had the greatest opportunity for improvement. Once the first process was implemented, the results were measured to prove the success and ability of the new IT Service Management solution. Their success triggered many more process implementations in the area of Identity and Access Management, Software and Device Provisioning, Infrastructure Access, and IT Asset Management.

Impact #1	With Ultimus, Caixabank has significantly improved their IT Service Management.
Impact #2	IT Services cut the time from request to delivery by up to 80%. They now can react faster to changing business needs, increase the productivity of the business workforce, and better support the growth strategy of the company.
Impact #3	Streamlining processes, automating important but unproductive tasks, and putting the system in charge of managing, tracking, and documenting work significantly increases operational efficiency. The IT Service Management solution now allows Caixabank to meet aggressive deadlines, remain within budget, and constantly increase their performance.

Impact #1

With Ultimus, Caixabank has significantly improved their IT Service Management.

Impact #2

IT Services cut the time from request to delivery by up to 80%. They now can react faster to changing business needs, increase the productivity of the business workforce, and better support the growth strategy of the company.

Impact #3

Streamlining processes, automating important but unproductive tasks, and putting the system in charge of managing, tracking, and documenting work significantly increases operational efficiency. The IT Service Management solution now allows Caixabank to meet aggressive deadlines, remain within budget, and constantly increase their performance.

Benefit #1	5x faster meeting business requirements.
Benefit #2	IT Services cut the time from request to delivery by up to 80%.

Benefit #1

5x faster meeting business requirements.

Benefit #2

IT Services cut the time from request to delivery by up to 80%.

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Overview

La Caixa Automates IT Service Management to Enable Business Agility

Operational Impact

Quantitative Benefit