Manual IT Support Task Automation for a Tier 1 European Bank
Delivering ROI through business case development and governance
2 minute read
The Challenge
A Tier 1 European bank was looking to reduce IT support costs by 10% annually through automation, vendor renegotiation, and headcount adjustments.
Despite a centralized support structure, the project involved multiple stakeholders across business units, applications, and infrastructure. The challenge was to identify manual tasks for automation, optimize vendor contracts, and realign support staffing to achieve cost efficiencies, while all the time maintaining service quality.
The Solution
We analyzed support logs for 2,500 applications, identifying manual tasks like user permissions, monitoring, and troubleshooting. Collaborating with IT teams, we assessed the potential for automation and prioritized tasks with a favorable cost-saving ratio. We provided governance throughout the automation rollout, enabling headcount reductions and cost savings that were aligned with the bank’s efficiency targets.
The Challenge
A Tier 1 European bank was looking to reduce IT support costs by 10% annually through automation, vendor renegotiation, and headcount adjustments.
Despite a centralized support structure, the project involved multiple stakeholders across business units, applications, and infrastructure. The challenge was to identify manual tasks for automation, optimize vendor contracts, and realign support staffing to achieve cost efficiencies, while all the time maintaining service quality.
The Solution
We analyzed support logs for 2,500 applications, identifying manual tasks like user permissions, monitoring, and troubleshooting. Collaborating with IT teams, we assessed the potential for automation and prioritized tasks with a favorable cost-saving ratio. We provided governance throughout the automation rollout, enabling headcount reductions and cost savings that were aligned with the bank’s efficiency targets.
The Results
€220M annual support budget
2,500 applications reviewed
10% of savings identified
Our Process
We reviewed support processes for 2,500 applications, categorized automation opportunities into themes, estimated automation effort, and assessed ROI.
Analysis
We discovered and analyzed manual tasks, identifying opportunities for automation.
ROI
Standardized business cases to invest to save.
Governance
Commitment obtained from support groups to make green dollar savings.
About Consulting
150
Senior Consultants
100
Active Engagements
5
Core Capabilities
We define your current state, target state and roadmap for an optimal enterprise operating model for any business transformation, across people, processes, applications, data and technology.
We advise and manage the selection, development and implementation of fit-for-purpose IT systems to meet your goals for cost efficiencies, regulatory adherence and customer lifecycle experiences.
Our experts bring thought leadership and a unique view of how to turn regulatory challenge into business opportunities. We assess the regulatory impact on your products, services and operating model.
We offer a holistic approach to drive change initiatives related to sustainable finance and climate risk – where we leverage our digital solutions, ESG data experience, and compliance expertise.
We design and execute roadmaps for structural improvement, better control, and delivery of integrated architecture – enhancing your financial reporting and credit risk management.
Strategy, architecture and transformation
We define your current state, target state and roadmap for an optimal enterprise operating model for any business transformation, across people, processes, applications, data and technology.
Client lifecycle management and financial crime
We advise and manage the selection, development and implementation of fit-for-purpose IT systems to meet your goals for cost efficiencies, regulatory adherence and customer lifecycle experiences.
Regulatory change and compliance
Our experts bring thought leadership and a unique view of how to turn regulatory challenge into business opportunities. We assess the regulatory impact on your products, services and operating model.
Sustainable finance and ESG
We offer a holistic approach to drive change initiatives related to sustainable finance and climate risk – where we leverage our digital solutions, ESG data experience, and compliance expertise.
Finance and risk transformation
We design and execute roadmaps for structural improvement, better control, and delivery of integrated architecture – enhancing your financial reporting and credit risk management.
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