ITSM is essential for CAIXA, serving approximately 130 thousand users, with a record of 13,800 simultaneous accesses.
Challenge
The ITSM environment is essential for Caixa, as it serves all departments of the company, nationwide, including its branches, service stations and the lottery kiosks, covering approximately 130 thousand users. The great challenge was to unify the various tools used for incidents, changes, problems, among others, in order to facilitate governance and the integration of the entire chain of events.
Solution
Creation of the Gestão de Serviços da Caixa [Caixa Services Management] (GSC) project, supported by the support services provided by QADS.
Results
The GSC makes it possible to monitor the service level (SLA) of the demands satisfied by the business units, people, infrastructure, technology and other services, allowing the management of the entire service. Caixa also managed to increase the record of simultaneous accesses to the environment from 9,000 to 13,800, in addition to significantly increasing user productivity and the level of satisfaction with IT services.
Figures
- 665 thousand assets;
- 730 thousand acquisitions;
- 2,209 changes;
- 280 suppliers.
