Yapı Kredi Bankası - BT Servis Yönetimi / CA World 2014, Las Vegas

Providing a Service Center With Service Catalog

Tuncay NeratVP/IT Service Management

Yapi Kredi Bank

Agenda

YAPI KREDI BANK OVERVIEW

WHY DID WE NEED SERVICE CATALOG

VOLUME OF REQUEST

BUSINESS & IT SERVICE ALIGNMENT

INTEGRATIONS

PROJECT TIMELINE

1

2

3

4

5

6

ACHIEVEMENTS7

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Yapi Kredi Bank

Founded as Turkey’s first private bank with a nationwide presence in 1944

Introduced computerization to the Turkish banking sector

Yapi Kredi Bank now owned by Koc Financial Services (a 50/50 joint venture between Unicredit and Koc group)

OVERVIEW


Yapi Kredi Bank

Today Yapi Kredi Bank is the fourth largest private bank in Turkey– 1,000 branches all over Turkey

– Over 18,000 employees

– 10.2 million active customers

– Subsidiaries/branches in five different countries

OVERVIEW


Why Did We Need Service Catalog?

Segregating incidents and demands

The current platform was getting to be out of date

Increasing workload of managing some demand process manually

Legal issues and SLA obligations

GROWING CUSTOMER REQUIREMENTS IN GROWING ORGANIZATION


Service Management

#551 - Total Services #117 – Business

Services

#99 Business Domain

#15 IT Domain

#434 – IT Services

#3 Business Domain

#32 IT Domain

Mission Critical Requests Authorization & Passwords

Branch Opening

ATM Installations

IT Asset Management

No- IT Asset Management

#19 – Integration Layer

Business and IT Service Alignment


Integrations

Need

Authorization

Service CatalogEnd User Integration Layer

WEB

SER

VIC

ES

Core Banking Application

Before Integration(Service Lifetime Duration)

After Integration(Service Lifetime Duration)

46 min per request Less than 1 min per request

Service Catalog With Core Business Application


Project Timeline

(*) End of year estimation

Delivered Services/Year 2011 2012 2013 2014

40 Services

25 Services

14 Services

472 Services(*)


Volume of Request

(*) As of August 2014

7,985

31,346

71,334

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

1

Series1 Series2 Series3


Achievements

Decreasing service lifetime duration for request fullfilment– From an average of 46 minutes per request to 16 minutes per request

Decreasing duration for launching new services– Average development duration of less than 2 days for simple services

Increasing customer satisfaction rate

Handling more requests with same resources but with less effort


Summary

Key topics

We have departed with some ‘’simple’’ needs:

While customer requirements are growing, we had a challenge finding a balance in resources, managing the SLA environment and providing a high level of customer satisfaction.

Findings

Transformed to a service centric organization model

Average development duration less than 2 days for simple services

From an average of 46 min. per request to 16 min. per request

Experiences

Even with diverse infrastructures, it only took a year to achieve all CA service advantages corporate wide. Especially, impressive considering customer satisfaction rates increased, while banking products’ diversity increased and product development processes were shortened.

A Few Words to Review


Summary

Sustainable Customer Loyalty

ResultsToday, its wide geographic service area and its multichannel infrastructure do not present barriers to offering superior quality and sustainable financial services to 10.2 million Yapı Kredi Bank customers. Industry leader CA Technologies proven solutions, CA Service Desk Manager and CA Service Catalog, answer questions for 12,000+ customers’ daily requests with 551 services that have been defined in our IT Service Catalog.

And for now, two magic words, mobile and agile, make the service quality of Yapı Kredi visible in every layer of the banking operations. Mobile access to the Service Catalog has made IT services sustainable and agile everywhere. By its leadership in 7/24 banking, Yapı Kredi Bank is very successfully managing 3,000+ ATM, 3 million internet banking customers, 10.9 percent of market share in mobile banking, 42 million customer contact database, two call centers and about half million POS terminals with high-level service quality at this moment.


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

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For Informational Purposes Only

© 2014 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.

This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary.

Terms of this Presentation

Yapı Kredi Bankası - BT Servis Yönetimi / CA World 2014, Las Vegas

Technology

Transcript of Yapı Kredi Bankası - BT Servis Yönetimi / CA World 2014, Las Vegas