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.