Date Added: Oct 2010
Hatton National Bank (HNB) provides retail and corporate banking services to 2.5 million customers in Sri Lanka via a network of 200 branches and 350 ATMs (Automated Teller Machines). To maximise the business value of IT, HNB needed to provide staff with exceptional IT support. The bank was unable to record and track IT related issues, which made monitoring service levels challenging. Staff now log IT issues via CA Service Desk Manager's online interface, which means they can be tracked through to resolution. The solution also provides visibility of recurring issues and metrics to drive improvement.