IBM banking industry customers, Armando Lemos of Banco ABC and Syed Asif Shah of Central Depository Company of Pakistan discuss the opportunity to participate in different mergers and the need for security has changed and improved, plus the performancy needs for online transactions has increased. Their customers definitely want more for less, so it is a matter of combining different goals to the banking industry and provide high quality services, without obviously losing quality on that service to the external user. As customers demand better services and as environments get more complex, visibility control and automation play a key role. Through using IBM service management software, both customers were able to work smarter - more efficiently and effectively.
"Well as being in the banking industry, I had the opportunity to participate in different mergers, so since then, the security has changed, improved. The performancy needs for online transactions increased. The customers definitely want more for less, so it is a matter of combining different goals to the banking industry and provide high quality services, without obviously losing quality on that service to the external user.
You see, in terms of depository business, everywhere in the world, it’s not about competition, it’s about the management of the assets that we hold. We are sort of a custodian for those assets, and managing a portfolio of $20 billion for 300,000 customers, it’s very important for us that we maintain a strong reputation so that the customers can trust this whole system, this whole depository service, and then the can keep on investing and helping in the overall economic growth of the country.
As we got more complex, as our environment got more complex, we needed the visibility into the infrastructure end-to-end and that’s where this IT service management framework comes into play,
Control is a fundamental element of any business. It helps you govern the business in a better way, and as the infrastructure starts getting complex, you need more and more controls placed at different elements of the infrastructure, and this was what was required for us as well, and we definitely entered into the service management framework to build better controls around different products and services.
Of course, automation is one of the key things that is required. Again, this is all coming up from the complex and large infrastructure. You need automation so that you can do the same things repeated over different times in the same manner. Rather than depending on humans or individuals doing that process, you want automatically those processes to be done so that you get the same results every time you do those processes and automation is a key. And it also helps you optimize your business.
Because we as a bank, we understand that we’re not here just for the moment. We are here for the future. So we are talking about 5, 10, 20 years for the solution still to be up and running. That comes flexibility, scalability, and other architecture decisions that we made.
And it’s not only technology, it’s not only processes, it’s not only people. So we have to have a foundation that unites at least those three criteria in such a way that you can say we have something to offer to the customer without even him knowing that what it is.
And we definitely rely on IBM to do that, because it was one of the groups that understands how to do architecture design, how to construct a solid solution, and how to deploy and deliver that, based on a time-based that we are willing to have for the business.
In terms of service management, IBM portfolio, if you equate it with one big puzzle, then it has got all of the different components that fits in to make a whole a picture, and then you can start it from anywhere. It doesn’t mean that you will start from A and then B and C, you can start it wherever your problem is, wherever you need the most that is required. And then you can fit in the other parts as well.
…working smart means that you work more efficiently with the same set of or even less resources that you have and in a better manner, and for our environment, that’s very much true. Since the last two years we have seen that there’s a global recession which we have seen, and we have also seen the number of hirings that we could have done were totally freezed, but we were able to manage the show going on with the same sort of resources in a satisfaction level where from 90% we have jumped to 99% in system availability and SLA.
Smart is a very small word, but for us, truly, it captures the sense that we need to be concerned of what we need to deploy and what time and what cost to our customers.
Trust is something really important for us. And we had to make a decision between choosing different companies for our project or relying one company that could deliver it all.
IBM is one technology company and being technological, it means that we can rely on them to provide the same quality today and in the future. So it’s important for us to get such a vision that whatever we’re doing today will definitely be useful in the future.
More expert business advice from Google’s European Enterprise Director Roberto Solimene, as he explains how Google Apps works for businesses by eliminating unnecessary expenditure, problematic hardware and software, and effectively banks information to help companies succeed:
“Again every kind of business is suitable for the use of Google Apps. Originally we thought that it would have been something more beneficial to small or medium sized organisation because they don’t have the funds, they don’t have the resources, and they don’t have the infrastructure to use a hosted service inside their organisation.
But we are seeing them more and more that very large organisations are calling us just too just explore how they can use Apps inside their organisation whether it is for a division or whether it is for a specific kind of employee or for the organisation. But we are seeing that everybody now is interested in at least discovering what is on offer on this so called web to zero offering.
The most exciting thing is that I save a lot of money; this is only the first of the things. I don’t need any more very complex infrastructure, I don’t need to buy a license for all my employees, I don’t need to buy spam services, I don’t need to buy servers, I don’t need to buy filters for viruses for example or servers for all that software. I don’t need to buy infrastructure for filing and archiving old documents and the mail that a company receives and so on. Just think about the saving that you have in all this infrastructure when you can give everything host to someone that has hundreds of thousands of servers spread around the world.
Some people are definitely worried about having all their information online but we are going towards a phase where doing that is going to be the most natural thing to do. Just like when we used to put our money inside a mattress thinking it was safer. But now we take for granted the best place to put our money is actually the bank.
If we can build a parallel here we are doing exactly the same thing with the corporate information. We are building as Google all our business around this and Apps is one of the pillars of Google investments. So we will work towards gaining more and more trust of organisations.”
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Cloud computing is a fairly new metaphor to describe the internet and the way we interact with it. What you don’t see in the ‘cloud’ is the complex infrastructure that keeps everything running, but what you do get art powerful IT solutions and technologies that can be harnessed by people without requiring the specialised knowledge of how they work.
This approach has taken the complexity out of the system, freeing people to get on with the task at hand. Complexity has long been an issue with enterprise software, and in this expert tips show, the solution to the problems it causes are revealed.
Hear from Fergus Gloster, SVP Corporate Sales EMEA at Salesforce****, as he reveals how clever management can harness cloud computing and remove the complexity out of their business operations.
Don’t miss this show packed with expert tips and know how, and be sure to tune in for more in the Expert Tips series, start with the experts’ take on cloud computing – watch it now!