ING used Oblicore Guarantee to ensure a smooth datacenter transition and transform its approach to service level management. Oblicore Professional Services worked with ING’s Belgian IT team to create dozens of IT and helpdesk SLAs that were integrated with existing IT management systems. Based on an ITIL service catalog, these SLA are monitored to safeguard IT performance levels.
Benefit
ING’s Belgian IT team now has the platform it needs to achieve real-time insight into service level performance. Information that used to take weeks to collect is now available with a few clicks of the mouse. As a result. customer satisfaction is increasing and the team is able to proactively address potential SLA breaches rather than ‘reactively’ solving IT service problems weeks after they occur.
