19 October 2017
Find out more

RBC Financial Group consolidates IT support with Peregrine Systems

30 April 2003  |  2656 views  |  0 RBC Financial Group consolidates IT support with Peregrine Systems

Toronto-based RBC Financial Group has implemented technology from Peregrine Systems to centralise and consolidate its multiple IT support service desks into a single enterprise-wide solution.

The group will use Peregrine System's ServiceCenter package to centralise IT support services for its 60,000 employees and 3500 servers.

As part of the implementation, RBC transferred user information from its previous service desk applications and employee data from its human resources database directly into the ServiceCenter database, providing technicians with all relevant information in one location.

The software also integrates with Tivoli Enterprise Console and NetView, allowing for automatic network monitoring and ticket population as well as providing data for root cause analysis.

Andy Cahill, executive vice president of Peregrine's global field operations, says the software enabled RBC to take a more proactive approach to service delivery by automating service management best practices.

"As a result, RBC generates more value by optimising its IT resources and increasing employee productivity, which ultimately improves its customer service," he adds.

The migration is part of a broader inititive to build a common IT infrastructure across its five lines of businesses. In September 2001, RBC began migrating its disparate service desks down to four in order to standardise on a data repository and support and service management tools. The group says it plans to further consolidate these four desks into one single centralised system in the future.

Peregrine filed a voluntary Chapter 11 petition on 22 September, 2002 after accounting irregularities came to light, requiring a restatement of 11 quarters. The company has just filed its second amended plan of reorganisation and disclosure statement with the US Bankruptcy Court for the District of Delaware in Wilmington. Confirmation of the proposals is not expected until early July.

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

Thomson Financial wins five year RBC Investments deal

Thomson Financial wins five year RBC Investments deal

12 March 2003  |  4710 views  |  0 comments

Related blogs

Create a blog about this story (membership required)
visit www.vasco.comvisit www.capgemini.comvisit www.innotribe.com

Top topics

Most viewed Most shared
Ripple looks to drive bank adoption with $300m XRP rebate programmeRipple looks to drive bank adoption with $...
15649 views comments | 12 tweets | 4 linkedin
Swift positive on blockchain, but big challenges remainSwift positive on blockchain, but big chal...
8810 views comments | 16 tweets | 22 linkedin
satelliteGates Foundation backs Ripple collaboratio...
7911 views comments | 13 tweets | 10 linkedin
IBM uses blockchain to improve cross-border payments processingIBM uses blockchain to improve cross-borde...
7050 views comments | 9 tweets | 17 linkedin
Santander InnoVentures leads $6m funding round for Mexico's ePesosSantander InnoVentures leads $6m funding r...
6180 views comments | 6 tweets | 3 linkedin

Featured job

Competitive base + commission + benefits
Denmark, Finland, Iceland, Norway or Sweden

Find your next job