Limited ITSM capabilities
REYL Intesa Sanpaolo had been relying on an open-source ticketing system (GLPI) with limited functionalities.
Success story
"I always know what is happening”: REYL Intesa Sanpaolo optimised ITSM and secure access
In the modern financial services landscape, a high-end bank such as REYL Intesa Sanpaolo can’t afford to lag when it comes to technology. So, when REYL Intesa Sanpaolo needed to enhance its IT service management (ITSM) and secure remote access capabilities, it relied on Ivanti.
Developing an innovative approach to banking, REYL Intesa Sanpaolo serves a clientele of international entrepreneurs and institutional investors through its Wealth Management, Corporate Finance, Asset Services, and Asset Management business lines. It manages assets in excess of CHF 20 billion and employs some 400 professionals.
Committed to innovation, REYL Intesa Sanpaolo leverages technology to deliver personalised solutions while maintaining the loftiest security standards. That philosophy has kept them partnered with Ivanti over the years.
Severe challenges for a global finserv firm
The issues REYL Intesa Sanpaolo was confronting with were profound impediments to smoothly and securely servicing its exclusive and demanding clientele, not to mention meeting compliance requisites:
Manual processes
Incident management, problem management, and change management were siloed and lacked automation.
Fragmented IT landscape
Different tools existed for various IT functions, hindering visibility and control.
Growing security concerns
Their increasingly mobile workforce required secure remote access solutions.
A two-pronged approach
In implementing Ivanti solutions, REYL Intesa Sanpaolo was able to address all these challenges head-on.
It uses Ivanti Neurons for ITSM to supply a centralised and automated platform that streamlines ITSM processes thanks to its advanced features and functionality:
- A holistic toolkit: Integrated modules for incident, service request, problem, change, and release management provide REYL Intesa Sanpaolo with a comprehensive view of IT service delivery.
- Customizable workflows: Vincent Graticcia, IT Service Manager at REYL Intesa Sanpaolo, highlighted the platform's customizability. "The database structure of the tool is easier for me to implement, because I'm not an IT guy by profession," he says. "I was able to create custom modules for onboarding/offboarding, which integrates seamlessly with our HR system."
- Enhanced integrations: REYL Intesa Sanpaolo set up integrations with Microsoft 365 for a more seamless user experience. They plan to include integration with an asset inventory platform for improved asset management.
Ben MussoCTO, Managing DirectorREYL Intesa Sanpaolo
Neurons has had great stability throughout all four years of our experience with it.
On another front, REYL Intesa Sanpaolo had already adopted Ivanti Pulse Secure to provide its employees with secure remote access:
- Secure connections: SSL VPN and VPN connections facilitate secure access to internal applications and resources for employees working remotely.
- Robust security: Multi-factor authentication (MFA) is integrated with Pulse Secure to add a layer of security and mitigate unauthorised access risks.
Vincent GraticciaIT Service ManagerREYL Intesa Sanpaolo
The (Neurons) tool is simple to understand, as it is a big database. In the end, it is easier for me to manage with Ivanti than with an opaque tool. Everything is open and I can always know what is happening. And if an incident has taken place, I can always investigate and find the source.
How did REYL Intesa Sanpaolo benefit?
By implementing Ivanti solutions, REYL Intesa Sanpaolo saw improvements in many areas:
A “one-stop shop”
REYL Intesa Sanpaolo now has every service management tool necessary in a single platform that is scalable and flexible enough to meet future needs.
Improved visibility
They can monitor any service request or incident and see a request move through various team approvals.
Improved process efficiency
Automated workflows and a centralized platform streamline service delivery, reducing manual workload, and improving response times.
Enhanced regulatory compliance
Standardized processes with embedded audit trails ensure adherence to internal and external regulations.
Increased user satisfaction
A single platform for service requests and improved communication with IT staff elevated the digital employee experience.
Stronger security posture
Secure remote access with MFA mitigated security risks associated with a mobile workforce.
Ben MussoCTO, Managing DirectorREYL Intesa Sanpaolo
We are able to show that we follow regulations. Our auditors have the audit trails within all the modules so they can see that processes are compliant with policies. It is quite huge in terms of benefits for a bank.
A “fantastic” partnership
Ben Musso said he is more than simply satisfied with the implementation. He highlights Neuron’s stability, completeness, and ability to integrate with various tools. “I appreciate the completeness of the platform. There is an answer available to almost every bit of what we need to do.”
Plus, he commends the strong partnership REYL Intesa Sanpaolo has with Ivanti partner keyIT, praising their responsiveness and customer focus.
"There are almost no limits to what you can do with a good partner, which is key for us. They and Ivanti understand our needs," he says. "They are quick to implement. They really work in a continuous integration and development mode, close to the customer. It is very efficient. We have never been left alone. That is something really fantastic.”
Note: A customer’s results are specific to its total environment/experience, of which Ivanti is a part. Individual results may vary based on each customer’s unique environment.