Elevating Excellence: Transformative Migration to BMC Solutions for India’s Leading PSU Bank

about paysafe

An Indian public sector bank headquartered in Mumbai India. The bank has a strong presence in the country with 55,000+ users, 5,000 branches and 8,000 ATMs spread across all states and union territories in India and offers a wide range of banking and financial services, including personal banking, corporate banking, international banking, and rural banking

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SOX compliance in Settlement process automation

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The Chalange

Bank had implemented ITSM solution for managing Bank’s domestic & foreign operations.  They were facing challenges related to monitoring, scalability, integration capabilities, and outdated features in their existing solution which were running in silos. To meet their growing business needs, they sought to replace their existing solutions. 

The IT infrastructure of the bank was characterized by disjointed systems and procedures, which created operational inefficiencies and made it challenging to resolve incidents. Customer satisfaction and business continuity were being negatively impacted by frequent service interruptions and outages. Numerous IT procedures were manual, which raised operational expenses, delays, and errors. Additionally, the bank lacked real-time visibility into the operation of their IT infrastructure, which made it difficult to proactively identify and resolve problems. 

Additionally, they were facing below challenges with the existing solution: 

  • Inappropriate licenses lead to various challenges and inefficiencies within an organization 

  • Lack of Patching Strategy which lead to ad-hoc and inconsistent patching practices. 

  • Data errors and inaccuracies were caused by the lack of a SCD validation process.   

  • Negative SLA compliance was caused by incorrect SLA calculations, which also led to misunderstandings or ambiguities in SLA definitions. 

  • The absence of integration with VA tool which lead to vulnerabilities going undetected and pose security risks. 

  • The lack of integration between monitoring tools and ticketing tools resulting in operational inefficiencies, delayed incident response, and reduced visibility into IT infrastructure health. 

  • Infrastructure discovery is essential for keeping your IT environment secure and healthy. Incomplete Infrastructure inventory resulted in monitoring gaps, elevated security threats, and operational inefficiencies. 

  • Lack of Secure File Transfer capability hindered effective communication, collaboration, and data sharing within an organization 

Given these challenges, the bank intended to procure services/solutions for Installation, Commissioning, Maintenance, Monitoring and Facility Management for IT Service Management (ITSM) and IT asset management Solution (ITAM) for all of its branches and offices for a period of seven years, and a Request for Proposals (RFP) was issued to assess the responses from various vendors to help bank to overcome its difficulties. With an efficient and effective solution, Kinsfolk participated in the RFP process and won the bid for implementation of below mentioned BMC solutions – 

  • IT Service Management 

  • Workflow Management  

  • Capacity Management 

  • Server management 

  • Database Monitoring 

  • Storage Monitoring  

  • Configuration management  

  • Patch Management  

  • Inventory Management  

  • Network Monitoring and Automation  

  • SFTP  

Kinsfolk Solution

Kinsfolk conducted an in-depth assessment of the existing ITSM solutions, customization, configurations, integrations, and identified the gaps with areas for ITIL process improvement.  

 

Kinsfolk established objectives for enhancing the performance and scalability of the ITSM, enhancing IT tool and service integration capabilities, streamlining ITSM procedures for increased effectiveness and user satisfaction, using sophisticated reporting and analytics to support data-driven decision-making. 

 

Kinsfolk implemented the below BMC Solutions to meet the Bank’s requirement 

  • BMC IT Service Management (ITSM): BMC ITSM was implemented to streamline service management processes. Automation of incident, problem, change, and request management increased productivity while reducing response time. A system for automating SLA tracking, measurement, and reporting was implemented. Additionally, it decreased human error and gave real-time insights about SLA performance. 

  • BMC IT Operations Management: Implemented BMC TrueSight Operations Management for Server monitoring & Entuity Network Analytics for network monitoring to provide the bank with real-time visibility into their IT infrastructure. Proactive monitoring and alerting, reduced service disruptions and improved system reliability. This also ensured the bank’s critical infrastructure components operated optimally. Performance bottlenecks were quickly identified and resolved. Also, integrated with BMC ITSM for streamlining incident management and improved overall IT service delivery 

  • Workload Automation: Implemented BMC Control-M to streamline batch processing, reduce manual intervention and ensuring critical jobs were executed without delay. Secure File transfer jobs were also configured to protect data during transit. 

  • Workflow Automation: Workflow Automation was implemented to automate the manual processes such as user onboarding and approval workflows, to significantly reduce the operational overhead. 

  • Software Deployment: Automated Software Deployment was implemented to streamline and optimize their software development and release processes. 

  • Patch Management Solution: BMC TrueSight Server Automation & BMC TrueSight Automation Console was implemented for a thorough patch management approach that includes patch prioritization, testing, deployment schedules, and rollback strategies. Additionally, integration with the VA tool for auto patch mapping and remediation to prevent compliance violations. 

  • SCD Validation: BMC Client Management & BMC TrueSight Server Automation tools were implemented for SCD validation rules as part of processes that identifies and validates the required changes. 

  • Infrastructure Discovery Coverage: Implemented BMC Discovery which discovers all the Servers, Network Devices, Storage Devices, Applications, Databases etc in the bank’s environment and gave visibility of inventory in a single console. 

The Results

The implementation of BMC solutions delivered transformative results for the customer: 

  • Enhanced Service Quality: Incident resolution time was reduced by 40%, leading to improved service quality and customer satisfaction. 

  • Operational Efficiency: Manual processes were automated, resulting in a reduction of 30% in operational costs. 

  • Proactive Issue Resolution: Real-time monitoring and alerting led to a 50% decrease in service disruptions, ensuring uninterrupted banking services. 

  • Streamlined Workflows: Workflow automation reduced approval process times by 60%, enhancing overall process efficiency. 

  • Improved Compliance: The bank achieved better regulatory compliance through enhanced visibility and reporting capabilities. 

The technology that we use to support Paysafe

JavaScript
TypeScript
Node.JS
React
Swift
Java
Objective-C
RxJava

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