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TRANSCRIPT
Aron CampbellManager Cloud Infrastructure & PlatformsING Bank Australia
IT Lightspeed Pioneer featuring ING Bank Australia
Agenda
▪ ING Introduction
▪ ING Challenge
▪ Project Background
▪ Value achieved
Speaker Introduction
NAME: Aron Campbell
TITLE: Manager Cloud Infrastructure & Platforms
FUNCTION: IT Infrastructure & Service Management
COMPANY: ING Bank Australia
EXPERIENCE: 25 year history IT infrastructure and engineering in securities trading, insurance, corporate banking and now retail banking.
EXPERTISE: DevOps, IT Operations. Member of ING Global ServiceNow Community
CURRENT PROJECTS: IT Risk Appetite, Next Generation Private Cloud, Global One Way of Working
Objectives and What You Will Learn
Objectives
▪ Efficiently move ITSM to a global standard platform and retain local context
What you will learn
▪ Share industry and organisation context
▪ Challenges facing an agile organisation
▪ Not just ITSM
▪ Hidden benefits
Banking in context
Tightening regulations (Global, Euro-centric, Domestic)
Changing customer and stakeholder expectations
▪ Always on and always there
▪ Secure
▪ Multiple ways to interact
▪ Social and sustainable
Industry transformation
▪ Simplification and digitisation
ING Global Organisation
ING in context
▪ Global Banking Organisation with Amsterdam HQ
▪ Primary business activities Retail and Wholesale Banking
▪ Euro centric retail banking operation
▪ 52,000 employees world-wide
▪ Massive transformation
Mission
Empowering people to stay a step ahead in life and in business
ING Global Organisation
Global ServiceNow Usage
ServiceNow Global Usage
▪ Between 15-20 production instances
▪ Netherlands HR
▪ Country Based ITSM, ITOM, PMO etc.
▪ Global Divisional ITSM e.g. Wholesale Banking
▪ Project and Backlog Management
▪ ING Private Cloud
▪ Global Suppliers
ING Australia
Overview
▪ Established 1999
▪ Simple products with low or no fees
▪ Award winning contact centre
▪ No own ATM or branches
▪ Over 1.5 million customers
▪ Over 350K Primary Bank Customers
▪ Over 450K Mortgages
How customers interact with ING
▪ ATM
▪ Paywave / ApplePay / AndroidPay
▪ Secure banking website
▪ Mobile App
▪ Contact Centre
▪ Phone Banking
▪ Mortgage Brokers
▪ BPAY and Direct Debit
Availability Target
99.99%
24 x 7 365 Days
Website
Mobile App / Apple Pay™ & Android Pay™
ING Australia
Technology Foundation▪ 2012 Bank In a Box
▪ 2014 Zero Touch Project
IT Service Management Foundation
▪ SOX Audited processes
▪ High Bar on Availability Targets
Deliver value frequently
Agile Way of Work
ING Australia – CD Pipeline
ContinuousIntegration
ContinuousTesting
Release Candidate
Next version of the bank Switch
Seamless Promotion
Build Automation
Functional & Integrated
Full Bank Regression
Performance & Security
Final Acceptance & Full Bank
vNext Verification in
Production
New bank version available
Previous Version
Bank in A Box (n environments)
Dev
Test
Acceptance
Production
2 Data Centres
Active-Active
ING Australia – CD PipelineURL
Db DbPre-Switch Post-Switch
Bank Stack
Release 1
Bank Stack
Release 2
Bank Stack
Release 1
Bank Stack
Release 2
URL
ING Australia – CD PipelineURL
Db DbDCGC Build
Bank Stack
Release 2
Bank Stack
Release 2
Bank Stack
Release 3
URL
ING Australia – CD PipelineURL
Db DbPre-Switch Post-Switch
Bank Stack
Release 2
Bank Stack
Release 3
Bank Stack
Release 2
Bank Stack
Release 3
URL
The Challenge
▪ Continual hands-free discovery
▪ Automatically relate build to the application portfolio▪ Multiple vNext releases per week
▪ Regular DCGC
▪ Fail fast
▪ Keeping on top of lifecycle risks, not just O/S▪ A common definition of the service , what it is using and what do we need to know
Objectives
Business Case
▪ As a result of being a fast moving organisation certain IT risks in the environment were becoming unacceptable▪ ITSM tools not keeping up
▪ We were not fully able to discover current state of our services
▪ No single source for our application portfolio
Justification (Why ServiceNow)
▪ Globally utilised and an existing knowledge base
▪ Secure SaaS
▪ Automation interface capability and discovery methods
Project – Timeline
2015Jul-Dec
• Investigation
• Business Case
2016Feb
• Poland Visit
• Process Walk
• CMDB model
• Security Model
2016Apr-Oct
• Agile Delivery
• Process Testing
• Fine-tuning
• Training
2016Dec
• Go Live
Solution at a Glance
Additionally PMO adopted ServiceNow
▪ Project Portfolio alignment to Global Agile Framework
▪ Shift to Squad and Tribe based resource management
Solution – Approach
Platform ITOMITSM
Improved processes
Improved User Interface
Discovery
Automation Engine
API
CMDB
Security Model
Reporting
Performance Analytics
ITBM
Timecards
Project Management
Resource Management
Solution – Approach
▪ Build Greenfield
▪ Minimal data migration
▪ Leverage internal expertise
▪ Local Process Experts
▪ ServiceNow configuration expertise - ING Services Polska
▪ Learn by doing
▪ Continually improve
Results
IT Risk
IT Service Staff
engagement with system
Continual Discovery
Single Enterprise
Data Source
Additional Value
Global Context
▪ Harmonised processes and tools
▪ Harmonised data reporting and data reuse
▪ Global Project Portfolio reporting
▪ IT Risk reporting
▪ G-SOC alignment
Local Context
▪ Single Information Source for
▪ Project Office
▪ IT Services
▪ IT Risk
▪ IT Operations
▪ Server Patching
▪ Vulnerability Scanning
▪ Performance dashboards
▪ Asset Management
Waste Reduction
Challenges
Project
▪ ITSM implementation team in Poland
▪ PMO implementation team local
▪ Cultural differences particularly with language
▪ Keeping local team members engaged
▪ Defining done for each module
▪ Integrating work across multiple dev regions
▪ Supporting training and system learning
Our Next Steps
▪ Process and Functional Continual Improvements
▪ Service Portal and Catalog
▪ Reporting and data analysis
▪ Global Instance Connectivity
▪ Better integration with internal platforms
1 2 3
Top Takeaways
Manage Risks
Support Fast Moving
Organisation
Go greenfield
Leverage Knowledge
Automate
Broad Benefits
Immediate
Hidden
Our go-live celebration
Thank You
Aron CampbellManager Cloud Infrastructure & PlatformsING Bank Australia