The need for increased Resiliency of the infrastructure proved to be the key focus item for the first year of service at V-TServices. As the vast majority of financial transactions go through digital channels, this places significant demands on system resiliency and performance.
In preparation of the service commencement date one year ago, we started with the Transition Program, well before the Go Live.
With the help of UniCredit Business Integrated Solutions, we prepared for the on boarding of the people joining V-TServices, establishing required IT such as e-mail and the portal, organizing access to systems and other practical things. Since the first date of service, we have been delivered a significant improvement in the service leve l performance, as well as a reduction in the mean time to recover from incidents.
In addition to that, the importance of having enhanced resiliency , an even more rigid change management process and an improved compliance, led V-TServices, with the full endorsement and support of IBM, to adapt the planned approach and create, in parallel to the Transformation Program, the so called "Stability Program", aimed at improving the infrastructure reducing exposures to potential risks, preparing it to host all future solutions coming from R&D and the Innovation team.
Experts from IBM and our partner AT&T were flown in from around the world, working with our V-TServices colleagues, to assess the priorities and to create plans for immediate improvements of the infrastructure.
For each of the different work streams the findings of our analysis have been classified as High, Medium or Low priority.
Immediate focus has been given to improving the change and incident management processes while from a technology perspective we pay specific attention to network and storage.
To prevent further customer impact, we alsoidentified improvement activities in support of the Critical Applications, such as the Internet Banking applications in the major and CEE countries, the Austrian ATM application and SEPA. Especially on these topics the V-TServices teams work closely with the UniCredit Business Integrated Solutions application teams, and good results have been achieved by adding new tools and technology, upgrading infrastructure, adding processes, resources and training specific skills.
A "New Delivery Model", consistent with the IBM Client First model, has been designed and implemented. The purpose of the new delivery model is to provide clarity within the organization and to our Clients regarding:
- Client relationships and services as delivered to local clients and per business line
- Integrated Services organized Cross Country, based on Centres of Excellence for different technical service lines
- Shared Services such as service and operations management are cross Client and organized cross Country, potentially also from IBM delivery centers
- Supporting functions such as procurement, communications, HR, legal, finance and business operations.