Itaú Bank is a private financial institution with more than 45 years of experience in Colombia and abroad.
It is recognized for offering comprehensive financial solutions, with a broad portfolio of products and services that enable the design of customized solutions in investment, financing, international business, and financial management to meet clients' needs.
Itau has 70 branches located in the country's major cities, with 2,100 users and more than 2,500 workstations. Previously, the bank's inventory was collected manually every three months, which meant that the inventory was virtually never up to date.
“A manual inventory taken every three months for 2,000–2,500 machines isn’t enough; you can’t manage things that way.” Gabriel Velásquez, Head of Production Management at Banco Itaú.
In addition, this bank had a help desk that was unable to meet its needs for effective IT infrastructure management.
“We chose Aranda because of the tool’s architecture, its scope, the speed of implementation, the costs, and, above all, because the tool met the bank’s needs.”
Gabriel Velásquez
Head of Production Management at Banco de Crédito.
“We had a very good help desk tool, but we reached a point where the volume of cases coming in required a different level of scope; we didn’t have a tool that allowed us to implement ITIL methodologies or processes,” explained Velásquez. Itau needed to streamline its processes. Aranda was selected based on the tool’s structure, scope, speed of implementation, and costs.
Initially, Itau had fewer than a thousand workstations, but the number of both computers and users gradually grew, making manual and sporadic inventory tracking impractical. As a result, Aranda Asset Management was implemented so that the Agent would be responsible for collecting hardware and software information from each workstation.
As the number of computers and users grew, so did the number of support requests; consequently, a simple help desk
was no longer sufficient to manage support efficiently. For this reason, Aranda Service Desk was implemented, enabling the bank to manage support processes in an organized manner through an established workflow, thereby standardizing the management of the bank’s IT support.
“Although there was some resistance to the new processes, we are now seeing a radically positive change; we realized then that a good service desk must be well-prepared, and we need to organize our processes very effectively in order to provide high-quality support,” said Velásquez.
Itau was able to keep both hardware and software information up to date for its 2,500 workstations, making technology budgeting decisions more agile. The bank was able to reduce response times for support requests using the Aranda Service Desk. Thanks to the integration between Aranda Asset Management and Aranda Service Desk, Banco de Crédito was able to not only optimize support times but also implement proactive IT support management. “Comparing response times before and after implementing Aranda, there has been a substantial improvement. The bank believes that the tool has helped improve support processes, as it provides all the necessary features to manage support effectively,” commented the Production Management Leader at Banco de Crédito.
