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.
