Synopsis
The key objective of the client was to expedite faster processing and update of their long-running financial transactions.
About the Client
The client is a US-based leading global provider of asset management, investment processing, and investment operations solutions, managing assets worth $809 billion for its customers.
Business Challenge
• Main challenge was to realize faster processing and update of long-running financial transactions
• Looking for faster completion of batch jobs
• Wanted to optimize processes and reduce dependency on resources
Our Solution
We implemented HIRO to achieve a high degree of ticket resolution automation:
• ITSM ticket is created manually when the process breaches the threshold
• Ticket is assigned to HIRO for resolution
• Root Cause Analysis is conducted to understand the cause of the issue
• Historical checks are conducted to find out the best resolution plan
• Approval is taken from the Lead to execute the resolution
• Auto-resolution of the incident, if approved
• Ticket is closed
Delivering More Value
• Fully automated ticket resolution
• End-to-end incident lifecycle takes 15 minutes for resolution
• Ticket resolution time reduced by 82 hours 45 minutes
