1 / 7

Service Management at Barclays Bank

A Customer Experience. Service Management at Barclays Bank. Barclays – a Customer example. Mainframe background Centralised operations Distributed systems Growth in IP Services Greater use of Partners Demand for Availability Exponential growth in service complexity. User access.

isha
Download Presentation

Service Management at Barclays Bank

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. A Customer Experience Service Management at Barclays Bank

  2. Barclays – a Customer example • Mainframe background • Centralised operations • Distributed systems • Growth in IP Services • Greater use of Partners • Demand for Availability • Exponential growth in service complexity

  3. User access Connectivity Data & transaction services Servicing Internet PDQ ISPs UNIX IP WAN Web servers 390 Processing WAP SNA WAN NT IMS Public & private networks Access Devices Tandem Transactions Application servers Call Centres LAN DB2 Account data Customer data Data warehousing Branches DEC Business logic CICS AS400 Message broking Directory Security Systems management Barclays e-transformation Branch accounting processes €27B worth of entries a day 2 million customers 2.6m logons a month 1.7m calls a month 34m ATM transactions a month withdrawing €1B 32m authorisations a month

  4. Management by Service Managing the Barclays enterprise Management by Platform - Stove pipe

  5. Management by Service • Line-of-business views • Organizational hierarchy • Geography • Major applications • Key resources providing competitive advantage • Logical relationships match business model • Manage IT based on business objectives Business Internet Banking Web server Batch CICS DB2 Proxy Server Web App Svr Network Device Business-orientation tells you that customers are having trouble using the web-based system… not that CICS transaction CTRK is failing!

  6. Line of Business : Business Internet Banking Line of Business : CHAPS View events and their impact to the Business Line of Business : Barclays Bank Plc Line of Business : Business Banking Line of Business : Corporate payments Line of Business : Euro Payments CICS : AFL3ACT2 Etc.. Covering all components

  7. Why Management by Service? • Breaks down traditional islands of management • Improves ability and efficiency to identify and solve problems. • Decreases administrative complexity. • Reduces training costs. • Improves Service Delivery • Understand the impact resource problems have on the business • Manage these problems to deliver service to end users • Proactive prevention rather than reactive reporting • Turns data in to business information • Ensures user, partners and customers receive the services they pay for • Provides IT flexibility to react to changing business requirements • Allows IT to manage the cost of service delivery

More Related