Published on 27-Sep-2011
Customer:
SunTrust Bank
Industry:
Banking
Solution:
Business-to-Consumer, Enabling Business Flexibility, Optimizing IT, Service Management
Overview
Rob Thompson of SunTrust Bank discusses how automation with IBM Tivoli IT service management software has improved service delivery, integration and speed to market.
Business need:
What we are looking to do is, from a time-to-market perspective, we want to be able to get things there quicker than our competitors to give us that competitive advantage.
Solution:
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.
Benefits:
Through the automation, we're able to consistently meet our service level objectives, deliver them in better quality.
Video
Rob Thompson of SunTrust Bank discusses how automation with IBM Tivoli IT service management software has improved service delivery, integration and speed to market.
Video Transcript
My name is 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 lifecycle.
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 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 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. 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, 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, again we’re able to spend time on being more innovative, creating more robust business processes to support our clients.
Partnering with IBM has been awesome because we’ve really invested – they’ve invested in us and we’ve invested in them. Working together, understanding our roadmaps, understanding where they’re going.
It’s been a really good partnership.
Products and services used
IBM products and services that were used in this case study.
Software:
Tivoli Service Request Manager, Tivoli Provisioning Manager