London – November 15 2004 - Allied Irish Bank on Visual|QSM
Allied Irish Bank choose Visual|QSM from Datawatch to meet business obligations, provide good service management and improvements to business processes.
Allied Irish Bank (AIB) Group is Ireland's leading banking and financial services organisation. It operates principally in Ireland, Britain, Poland and the USA and employs more than 24,000 people worldwide in more than 800 offices. The group operates through four main divisions.
AIB Capital Markets comprises the Global Treasury, Investment Banking and Corporate Banking activities of the group as well as the Allied Irish America network. From a base in the International Financial Services Centre, Dublin, almost 3,000 staff provide international and financial services to Irish and multinational institutions.
The Issue: disparate applications
AIB Capital Markets approached Datawatch as the organisation had a number of disparate service management tools and applications, which did not integrate. To fit in with the organisation’s business strategy, they wanted a solution to automate processes and provide increased accessibility through the whole process - contact, communication and information. The automation required included people-based processes such as hard copy paper distribution operations, ad-hoc processes, processes between computer systems.
The Resolution: Visual|QSM an integrated solution for more efficient service
Joe MacDonagh, IT Services Manager at AIB Capital Markets states, “We implemented Visual|QSM from Datawatch and now use it to manage our service calls, incidents and change requests. We also utilise the solution to capture time spent on these calls, to facilitate charge back, and to manage the change control process around any software changes as a result of the service calls. In the future we will look at expanding the use to include resource management.”
Joe continues, “As we are replacing existing systems, there is an inevitable learning curve, as procedures need to change to facilitate different functionality. However, Datawatch provided training and this has resulted in fast user acceptance, as users found the solution very intuitive. Although we are still in the implementation phase, Visual|QSM has made a significant difference to the management information we can select and we foresee this benefit growing, as all our users migrate to using the application fully. We can now extract more meaningful management information to support decisions. The main significant benefit will be the replacement of a number of systems with one integrated solution, which will lead to a more efficient service.”
The management of processes, is a fundamental part of the way forward for AIB Capital Markets and will result in a high return on investment, as well as providing managers with the tools to make decisions and take actions that best reflect business interests. Visual|QSM will provide the visibility for proper prioritisation of work, enable proactive measures and raise attention for reactive needs in real-time to improve service.
“We intend to use Visual|QSM to measure our SLAs and to ensure we meet our business obligations. Good service management and the improvements to business processes will deliver benefits to the organisation as a whole.” Joe adds.
Visual|QSM offers BPM (business process management) and benefits that extend across the organisation, from the mailroom to the boardroom. It provides AIB Capital Markets with tactical benefits that significantly enhance application creation and extension, while delivering strategic benefits that leverage BPM methodology.
“Our dealings with the Datawatch staff have always been positive and we are certainly very positive about the application,” Joe concludes.
ABOUT DATAWATCH CORPORATION
Datawatch Corporation helps organisations easily access, integrate, and distribute information inside and outside the enterprise. From shared services and change management to help desk and problem management, Datawatch Corporation provides solutions that allow organisations to fully leverage their existing infrastructures. Datawatch products are used in more than 20,000 companies, institutions and government agencies worldwide. More information on Datawatch and its solutions can be found at www.datawatch.com
Visual|QSM is available from Datawatch International
Datawatch International Limited
Tel: +44 01923 299 000
Fax: +44 01923 266 284
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