5 Service Desk Tools That IT Teams in Banking Need

April 9, 2014
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Financial institutions face unique technology challenges that demand incredible precision and efficiency in day-to-day IT operations. Banks increasingly need to deploy robust IT applications and services to meet the needs of internal users and consumers that are moving toward online and mobile forms of financial services. This creates an environment in which complexity is common throughout the sector. At the same time, IT leaders at banks and financial institutions also need to carefully balance innovation with a dire need to remain compliant with strict regulatory guidelines.

The end result of this challenging operational climate is a situation in which service management strategies are of the utmost importance. Effective service desk tools can help banks protect user data without sacrificing innovation. A few tools that serve as enablers in this area include

1. Reporting

A service desk with reporting tools plays an integral role in ensuring that IT and support teams meet service level agreements. This can be used to establish better regulatory practices. A financial institution can build certain regulatory practices into SLAs and use the reporting functionality of the service desk to enforce compliance throughout day-to-day operations.

Furthermore, the reporting capabilities built into some service desk systems can provide the oversight and key performance indicators necessary for managers to identify operational trends before they start to have an adverse impact on the products and processes that impact end-users.

2. Change Management

Financial institutions are facing monumental challenges as banks attempt to deal with configuration management challenges that come into play when supporting a customer base using a wide range of device types. Supporting a user base running services on a wide array of devices creates an environment in which the configuration will likely need more frequent changes to solve problems created by the various hardware and operating systems in use.

Handling change requests can be an incredibly risky process as any human error, scheduling flaw or other issue can lead to application vulnerability, data breaches and stability problems throughout the configuration. Change management software resolve these issues by making it much easier to schedule and coordinate change activities, limiting the potential for error and making it easy to eliminate risk from change operations.

3. Business Process Automation

BPA systems enable organizations to automate repeatable processes in which business and technology systems intersect. For example, if a user needs to reset his or her password, the IT service desk can be configured to automatically handle the request without risk. Tedium is among the major contributors to human error, and implementing automation can eliminate some of the mundane tasks that cause support workers to shut down and stop thinking critically about what they are doing.

4. Problem Management

Dealing with day-to-day incidents effectively is critical, but the regulatory climate surrounding the financial service sector demands that organizations be proactive about identifying problems that could create vulnerabilities and other problems. Figuring out which incidents are indicative of problems is incredibly important in this process. From there, support teams need to be able to quickly resolve the problem to ensure risk is eliminated before it has an adverse impact on end-users. A good problem management solution makes this possible.


Banks and other financial institutions are facing an overwhelming pace of innovation in the sector. Change isn’t just happening quickly, it’s happening at a staggering pace. A CMDB provides the relational database functionality needed to quickly analyze the entire configuration and identify how even the smallest change will impact end-users and underlying technological systems.

Banks and financial institutions are facing a variety of unique technology challenges, but a good service desk strategy can go a long way toward helping IT teams deal with these shifting trends.

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