Case study

TEB ensures real-time visibility of banking processes HP BSM and APM allows Turkish bank TEB to monitor and improve applications as it bids to win market share

IndustryBanking

ObjectiveEnsures product and process consistency while raising service level expectations from its IT department

ApproachConsulted Gartner and visited BSM users in Turkish banking and telecoms sector, before conducting a Proof of Concept (PoC) with HP and one other vendor, with HP scoring higher than the competitor

IT matters•Provides a complete view of the IT estate,

improving management and creating a culture of continuous service improvement

•Allows the IT department to create and reset relevant SLAs with business units

•Creates a series of process templates to lower the cost of testing and improving new product launches

Business matters•Increases transparency on third party

performance data, allowing the bank to renegotiate contracts

•Assists business in the launch and monitoring of new products, and helps strategically important services

“Previously, we’d claim that service availability should be around 95 to 96 per cent. The reality was that we had no real way of knowing whether we’d met this. Now we can monitor accurately, which makes us more relevant to the business.” – Oguz Bayrakdar, IT project manager, TEB

Real-time monitoring arms TEB with the means to expandTEB is the ninth largest bank in the Turkish market but its ambitionistobenumberonewithinfiveyears.Itwantstoachievethisthroughorganicgrowthratherthanacquisition. It will come from winning new business as it delivers compelling new products, including a focus on credit, andtransformsitscustomerservice.HPBusinessServiceManagement (BSM) and HP Application Performance Management (APM) are helping deliver real-time visibility ofthebank’sprocesses.

Case study | TEB

Challenge

Ambitious goalTEB is a Turkish bank, 50 per cent owned by BNPParibas.Itwasformedfromthe2011mergerofTürkEkonomiBankasıandFortisBank, doubling its branch network and making it the sixth largest bank in the Turkish market.Itsgrowthambitionistobenumberonewithinfiveyears.

Growth will be organic rather than through furtheracquisition,saysthebank.Itwillcome from winning new business as it delivers compelling new products, including a focus on credit, and transforming its customerservice.Thebank,previouslyseenas conservative, must win a reputation for innovationandserviceexcellence.

Global standards, consistent deliveryThe BNP Paribas stake requires TEB to adopt global processes but allows for local interpretation.Aboveall,TEBisrequiredtoensureproductandprocessconsistency. To support this, the TEB IT department neededtoraiseitsbusinessservicelevels.

“We wanted to monitor the IT infrastructure through the eyes of the business, not the IT department,” says Oguz Bayrakdar, ITprojectmanager.“Weweren’tspeakingthesame business language in terms of products andservices,serversandapplications. This wasn’t helpful as we needed to understandhowITimpactsthebusiness.”

There was no way of monitoring existing SLAs on core banking applications, and no wayofcreatingrelevantnewSLAs.Whereservices were unavailable there was limited meanstotrackoranticipateaproblem.Creating and launching new products were hampered by the IT department’s inability to testsystems.

The initial response was to adopt HPUniversalConfigurationManagementDatabase(UCMDB)software.Bayrakdarsays while UCMDB worked well, it was immediately obvious the bank would need a morecomprehensivesolution.“Weknewthepotential of Business Service Management (BSM) software and used Gartner metrics to learnmoreaboutthesubject,”hesays.Hisresearch included trips to Turkish telecoms companiesusingaBSMenvironment.

Solution

Real-time visibilityHP, already a long-time hardware supplier to TEB, was invited to conduct a Proof of Concept (PoC), along with one other vendor, to test its BSM and Application Performance Management(APM)service.“HPscored more than double that of the competitor,” saysBayrakdar.

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Case study | TEB

HP BSM provides TEB with real-time, uniform visibility over its entire IT environment while allowing for individual domainsilos.Itcollectsstoresandanalysesevent and performance data from across the business, can provide predictive analysis and automates operational tasks, improving long term management while lowering shorttermcosts.

HP APM provides a 360 degree view of application performance and availability which allows TEB to trace real user transactions across application tiers to speed resolutiontimes.Itisrepeatable,scalableand allows scripts to be shared across testing environments.Problemsarefixedfasterandlong-termplanningismoreeffective.

Once selected, TEB worked with a local HP partner, a specialist in HP BSM implementation,toplanthedeployment.“Wewere working without the partner after six months,”saysBayrakdar.“TheHPsolutioniseasytomodelandsimpletomanage.”

Benefit

Transformative impactThe immediate impact of the implementation of HP BSM and APM was to discover and log the entire inventory of devices and applicationsintheTEBinfrastructure. “The company is performing better and it has generated an end-to-end view of the IT impact on the business,” says Serap Bayhan, ITmanageratTEB.

“We can now check all system errors, fixthemandworkwiththedeveloperstominimise the likelihood of a repeat,” says Bayhan.“Beforethis,wewerenotsureabouthowmanyincidentswereoccurring.We’donlyfindoutifthecustomercomplained.”

Forinstance,wherecustomercallsweregoing unanswered or incoming calls were not routing correctly, such incidents impact both the bank’s reputation and its ability to generatenewbusiness.

ThishashadatransformativeeffectontheITdepartmentandthebroaderbusiness.Bayhan says there is an atmosphere of continuousserviceimprovement.TheITteam hold monthly meetings with business units, reviews issues, and create solutions: “We’re more proactive and the business is runningbetter.”

It has allowed Bayhan to push back on third partysuppliers.“Wediscoveredthatsomeapplications which had been developed and managed by third parties were underperforming.Notonlycanweresetexpectations, we can put in place better contracts.Itgivesusastrongerhandinnegotiations and we’re now getting a betterdeal.”

SLAs,previouslyvagueanddifficulttoassess,arenowmetandreset.“Previously,we’d claim that service availability should be around 95 to 96 per cent,” comments Bayrakdar.“Therealitywaswehadnorealwayofknowingwhetherwe’dmetthis. Now we can monitor accurately, which makesusmorerelevanttothebusiness.”

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Case study | TEB

Customer solution at a glance

Software•HP Business Service Management (BSM)

•HP Application Performance Management (APM)

•HP Real User Monitor (RUM)

•HP Business Process Monitor (BPM)

•HP SiteScope

•HP Operations Manager i – HP Operations Manager i Topology Based Event Correlation

•HP Universal CMDB

©Copyright2013Hewlett-PackardDevelopmentCompany,L.P.Theinformationcontainedhereinissubjecttochangewithoutnotice.TheonlywarrantiesforHPproductsandservicesaresetforthintheexpresswarrantystatementsaccompanyingsuchproductsandservices.Nothinghereinshouldbeconstruedasconstitutinganadditionalwarranty.HPshallnotbeliablefortechnicaloreditorialerrorsoromissionscontainedherein.

4AA4-5667EEW,April2013

ThoughBayrakdaradmitsitisdifficulttocompare and contrast the before and after, withsofewfigurespre-BSM,hepoints outthatthewideraffecthasraised expectationlevels.

“ We can now check all system errors,fixthemandworkwith the developers to minimise the likelihood of a repeat.Beforethis,wereallydidn’t know how many incidentswereoccurring.We’donlyfindoutifthecustomercomplained.”– Serap Bayhan, IT manager, TEB

“The business is coming to us for help with newproductsandservices,”hesays.Forinstance, TEB wants to create an automated alert whenever a customer requests an unexpectedlylargewithdrawalortransfer.The plan is for an IVR call to be made to the customer within seconds to check and confirmthetransaction.Bayrakdarsaysthere are also plans to monitor and improve availabilityofeveryoneofTEB’s1,000ATMsand200,000pointofsaledevices.“It’smorethan making sure they simply work: therehastobea2-secondresponse,maximum.Wewanttomonitortheentireinfrastructure.Ultimatelyit’saboutimprovingthecustomerexperience.

“If we want to achieve our goal of being the number one bank in Turkey, we need an IT infrastructure that can support the business by making those systems more responsive,” concludesBayrakdar.

Learn more at hp.com/software/bsm