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Allied Irish Banks (AIB) Case Study

Profile:

Allied Irish Banks (AIB) is Ireland's leading banking and financial services organization — operating principally in Ireland, Britain, Poland and the USA.

Challenge:

With a goal of operational excellence in IT service delivery, AIB set out to transform the operating model of its IT department to become more service-centric and customer-focused.

Solution:

Following ITIL best practices, AIB recognized that the Service Catalog provides the logical starting point for this transformation — and selected the newScale IT Service Catalog solution.

Results:

  • A single entry point for all IT requests across AIB's worldwide operations and 16,000 employees.

  • Improved end-user satisfaction, with less frustration resulting from requesting IT services through multiple channels.

  • Greater visibility into IT Demand, allowing AIB to ensure that all requests comply with standard controls.

  • Standardized and repeatable services, enabling AIB's IT department to improve the efficiency and effectiveness of its service delivery processes.

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