DNB with clear road map achieved success on their automation journey with TCS

• Award Recipient

  DNB in partnership with TCS

• Accolade

  

  Winner

• Category

  

  Native Automation

• What put this entry over the top

  With DNB’s requirements and the investments it had already made, TCS built an automation framework on DNB’s existing information technology service management (ITSM) platform, integrating it with other third-party automation tools. The entire automation journey was based on TCS’ Machine First Delivery Model (MFDM™) approach with agile methodology, highly focused on automating operations.

The Situation: Norway’s largest financial services group, DNB, faced the challenge of maintaining sustainable business operations with its fragmented IT infrastructure. DNB also faced the ubiquitous industry challenges of staying relevant in times of innovation and disruption, low velocity of new digital product launches, managing fragmented IT support and manual processes, overcoming a lack of transparency in business services, and facing higher costs of IT operations.

With its strong presence in the Nordic region, DNB realized the need for its IT transformation to provide its customers with uninterrupted quality services. With its new strategy called “For the Future,” DNB selected TCS as its strategic partner to help overcome the challenges and guide it throughout the process. With TCS, DNB commenced its transformation journey with a new structure and operating model, new ways of working, new culture, and new business and partnerships.

The main objectives of this transformation journey were to ensure stable and secure operations of the bank’s IT systems, cooperation between IT and business operations, faster development of products and services, stronger culture and management in internal IT, and consistent quality, risk management, and compliance.

The Solution: TCS approach of eliminate, optimize, and automate with TCS’ Machine First Delivery Model

With DNB’s requirements and the investments it had already made, TCS built an automation framework on DNB’s existing information technology service management (ITSM) platform, integrating it with other third-party automation tools. The entire automation journey was based on TCS’ Machine First Delivery Model (MFDM™) approach with agile methodology, highly focused on automating operations.

TCS implemented futuristic tools and built monitoring solutions for specific applications and infrastructure to handle events. Before it began automating, TCS eliminated monitoring tools’ unactionable alerts to reduce noise. It achieved further optimization by configuring rules for event correlation and suppression.

TCS automated approximately 25% of DNB’s infrastructure and applications in three categories: capacity, system performance, and overall performance efficiency. TCS leveraged its Cognix™ Blueprint Framework for CMDB maturity improvement to improve CMDB maturity, which later increased from 46% to 98%.

To achieve Zero-touch Automation throughout the value chain, currently TCS is in collaborative stage of automation, building the system with artificial-intelligence-based self-learning and self-healing.

The Result: Smart planning and execution of an automation framework ensure sustainable and futuristic IT and business operations

TCS provided DNB with an automation framework, increasing the system availability to 96.1% from 92.6%. The MFDM™ eliminated repetitive tasks and increased employee productivity and satisfaction. Agents’ availability further increased to 99.9%, resulting in high customer satisfaction. Automated systems delivered digital products three times faster with a better velocity. Business Aligned Command Centre enhanced collaboration between IT and business operations. Monitoring dashboards increased the availability of business-critical applications. The futuristics solutions TCS provided throughout the journey increased DNB’s operational agility to 100%, making it more flexible to adopt the changes.

The Bottom Line: Consolidating technologies, standardizing the processes, and change management are the keys to achieving sustainable business operations with secure IT infrastructure.

Business understanding, vast technology and industry experience, skilled talent, and ensuring return on investments helped TCS drive this transformation journey with high client satisfaction. We appreciate TCS valuing its clients’ pre-investments, building the framework on the existing toolset, integrating third-party automation tools, and proposing a solution that consumed the capabilities of the existing toolset within DNB. The eliminate, automate, and optimize approach is recommendable, ensuring the TCS’s in-depth understanding of DNB’s business.

HFS designated TCS’ partnership with DNB for the Native Automation HFS OneOffice™ Award for their approach, with the clear vision of their road map aligning to the business goal.

Enterprises’ understanding the relationship between technology and business and remaining persistent throughout the journey are the keys to organizational success. While planning an automation journey, both the client and the service provider must be aware of their vision and roadmap, thus ensuring the right path to reach their goal.