Improving Service Delivery, Integration and Time to Market in Banking

http://www.ibm.com/software/tivoli/resource-center/by_role-omsa.html?cmp=usit...

Rob Thompson of SunTrust Bank discusses how automation with IBM Tivoli IT service management software has improved service delivery, integration and speed to market.

My name is [stacked onscreen text here reads "Rob Thompson, Group vice president, SunTrust Bank"] Rob Thompson. I'm group vice president at SunTrust Bank.

I'm in a department called the IES, infrastructure enablement services, and we're primarily responsible for production support of the business systems across and through the application life cycle.

So when I talk about clients at SunTrust, from my perspective, it's the internal IT folks that are my clients. I don't work with the end clients there. But [onscreen text here reads "Speed, Efficiency, Quality"] things around speed, efficiency, quality.

What we are looking to do is, from a time-to-market perspective, we want to be able to get things there [onscreen text here reads "Speed to market = Competitive advantage"] quicker than our competitors to give us that competitive advantage.

One of the key things at SunTrust that we're trying to do is, from an infrastructure asset perspective, we're trying to commoditize those activities so that things that are repeatable and consistent.

We use a combination of TSRM from a request perspective, feeding into TPM from an automation perspective, and then on top of that from the business system perspective, we use Rational Build Forge to continue to work the way up the application stack.

If you look at it previously, our delivery was fragmented and inconsistent. So from a client expectation standpoint, they didn't know if it was going to be 5 days or 15 days that they'd get their infrastructure assets delivered to them. [stacked onscreen text here reads "IBM Tivoli solutions help meet service level objectives."] So now through the automation, we're able to consistently meet our service level objectives, deliver them in better quality through the automation.

I think anytime that you're again able to automate, you're able to do more work.

For example, for one of our business systems, [stacked onscreen text here reads "Tivoli automation reduces 100 click to zero."] it was requiring 100 click actions to be able to complete this effort. We got that down to virtually zero through automation.

We decided to invest in a best-in-class framework that basically with the IBM products, that ties everything together, rides on a common infrastructure.

Without us having to do that integration work, [stacked onscreen text here reads "Tivoli automation gives us more time to innovate."] again we're able to spend time on being more innovative, creating more robust business processes to support our clients.

Category:

Science & Technology

Tags:

• Rob Thompson
• SunTrust Bank
• speed time to delivery
• banking
• service management
• time to market
• automation
• service levels
• integration