Enterprise Service Management for agree21 Banks
With Enterprise Service Management (ESM), agree21 banks establish a foundation for efficient service processes and ITIL4-compliant operations. Fincon Reply provides strategic support during implementation and ensures sustainable process improvements.
The scenario
Efficient Service Processes through Enterprise Service Management
With the introduction of the Enterprise Service Management (ESM) solution, banks using agree21 as their core banking system can benefit from an integrated platform. This platform features a modern ticketing system, supports numerous applications, and meets current requirements such as ITIL4 compliance.
The Challenge
Inconsistent Processes and Knowledge Gaps Impede Service Quality
In many institutions, a fragmented tool landscape has emerged due to mergers and decentralised decision-making. Multiple, and at times redundant, ticketing systems are operated without standardised data and process frameworks. Requests often arrive unfiltered via email or directly to individuals. Assignment, categorisation, and status updates are frequently handled manually.
Furthermore, knowledge relating to ticket processing is typically retained by individuals rather than being systematically documented in knowledge bases, making the reuse of solutions more difficult and less efficient.
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The solution
Standardised Service Catalogues Deliver Structure and Efficiency
Enterprise Service Management (ESM) provides agree21 banks with a clear framework for the standardisation of their service processes. Through standardised service catalogues, clearly defined roles, and targeted training concepts, a robust foundation is established for a modern, ITIL4-compliant ticketing environment.
Structure and Permissions
In the first step, the administration is clearly regulated: employees receive only the permissions they actually need for their tasks. This creates transparency and security throughout the system.
Service catalog and process definition
The provided service and performance catalog serves as the basis for mapping bank-specific processes. Relevant services are defined together, process steps are established, and all necessary information is integrated into templates – including Service Levels (SLAs).
Communication and Training
To optimally utilize the new ticketing system, a structured communication and training strategy accompanies the rollout. End users are empowered to efficiently submit requests and independently find solutions.
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The result
ESM Enhances Service Quality and Reduces Processing Times
By supporting the implementation of ESM – particularly the ticketing system – we help banks consolidate their tool landscapes and tailor ESM to their specific needs. We assist in the effective allocation of tasks and responsibilities through rights management, support strategic decisions regarding the services to be offered, and contribute to the creation of tailored SLAs, services, and offerings.
The overarching goal is to jointly reduce processing times and enhance the usability of the ticketing system. Comprehensive employee training in the area of “help for self-help” establishes a strong foundation for continued, autonomous system use.
