Implementation of the HelpDesk App for OTP Bank
'The ticket posting activity improved by 60% for the end user due to the implementation of the new HelpDesk app. The main causes leading to this improvement were: the existence of a function for sending requests using the e-mail service and the Active Directory integration. Also, I feel that the output of support specialists (the ones solving the tickets) increased by approximately 20%'
- Camelia Drenscu
IT Manager, OTP Bank România
About the Organization
OTP Bank Romania is part of OTP Group and currently has 106 units, making up a bank which provides high quality financial services. OTP Bank is one of the most profitable financial groups in the region, a fact indicated by the stocks value, which is now 70 times bigger compared to the initial officer from 1995.
Initial Status
The old HelpDesk app was an open source one, developed in PHP and Linux.
OTP wanted the implementation of an SLA management component for the purpose of receiving notifications when each term was exceeded and for regular reports on the occurred incidents.
Solution
The help-desk app is used for the notification and remediation process of all disfunctionalities representing an obstacle in rendering a normal activity, beginning with administrative issues and ending with the ones related to the IT and communication infrastructure (hardware and software). All elements operated in a unitary and centralized manner. Approximately 80% of the application is built using the SharePoint instruments.
Obtained Benefits
The HelpDesk module has a friendly user interface. A technical assistance request is generated by a single click on the new ticket option, in which the data regarding the initiator is automatically filled out, as a result of the system integration with Active Directory and data bases of the LOB applications (Line Of Business). The app initiator shall only fill out the subject and content fields of the ticket. Another facility involves a mail posting of an issue on territorial level, considering the fact that users are quite familiar with e-mails. Thus, the useless time occupation issue goes away.
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