Business:
Standard Life is a major asset
managing company
headquartered in Edinburgh
and operating across the globe.
The Group has around 10,000
employees and approximately
1.5 million individual
shareholders in over 50
countries around the world.
Standard Life provides life
assurance and pensions,
investment management,
banking and healthcare
insurance products to over 6.5
million customers worldwide.
Challenge:
Standard Life recognises that
its IT systems are key to
providing an exceptional
customer experience. The
company was keen to
differentiate its IT support
offering by expanding coverage
of their core change, problem
and incident processes based
on ITIL® industry best practice.
Solution:
CA Service Desk Manager
provides Standard Life with
an integrated platform for
change, incident and problem
management. As well as
tracking IT support incidents
reported by internal staff, the
solution also automatically
logs incidents from system
monitoring tools and tracks
approvals for around 300 IT
changes a week.
Benefit:
The company now has wider
coverage of its IT support
activities, and has been able
to further standardise its
change, problem and incident
processes based on industry
best practice. As a result,
Standard Life is able to offer
enhanced IT support services
that help the company
to continue to place the
customer at the heart of all
that its delivers.
