Challenge
The bank faced slow response, ad-hoc processes, no unified service desk, poor knowledge capture and low cross-team efficiency, struggling to meet finance-grade continuity and compliance demands.
Solution
Deployed QZ-ITSMS to set up a unified service desk, standardized incident/problem/change/request processes, configured SLAs and multi-project management, built a knowledge base, and integrated monitoring and CMDB so alerts auto-create tickets.
Results
- Response time cut by 50%
- First-call resolution up 40%
- Satisfaction up 30%
- IT O&M cost down 20%
- Passed ITSS Level 2 assessment