Global IT leader automates service management for a major bank, reducing time spent per event by 83%

Wipro is a global information technology, consulting, and outsourcing company with over 160,000 employees. Wipro leverages its industry-specific experience, technology expertise, and vertically aligned business model to help clients achieve exceptional business results. An example of its success is the use of automation to create a significant business impact for one of the world’s largest banks. The bank’s IT staff was grappling with a large number of manual tasks, which were placing a huge burden on support teams. Consequently, highly skilled support people spent too much time on mundane manual tasks instead of higher value complex technical issues. The large number of tickets generated—approximately 1.5 million per year — by both monitoring tools and users, as well as the disparate, siloed nature of the bank’s helpdesk environment, added to the burden.

Wipro used TrueSight Orchestration (formerly BMC Atrium Orchestrator) to create a seamless, centralized automation platform for the bank that orchestrates end-to-end processes across the entire ITSM environment.

With TrueSight Orchestration, the bank is approaching its target of automatically handling approximately 35% of the 250,000 tickets generated per month.

• Wipro has already automated approximately 28% of tickets raised by monitoring tools, saving time, minimizing the risk of human error, and reducing mean time to repair (MTTR) by up to 60% for automated and enriched events combined.
• TrueSight Orchestration automates manual checks and compiles a complete picture of issues, reducing administrator time spent per event from 30 minutes to five and contributing to a savings of 20,000 staff hours within the first 10 months.
• Support teams now have more time to focus on other higher value complex user-generated incident tickets.