IT Policies

ING Improves IT Service Quality for Its BIS Division With Oblicore Guarantee

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Executive Summary

To ensure reliability of IT services during the relocation of its primary European datacenter, ING established several service level agreements to track the availability and responsiveness of IT services. With no consistent approach to service level management, ING could only create monthly reports manually - if at all. ING used Oblicore Guarantee to ensure a smooth datacenter transition and transform its approach to service level management. Oblicore Professional Services worked with ING's Belgian IT team to create dozens of IT and helpdesk SLAs that were integrated with existing IT management systems. Based on an ITIL service catalog, these SLA are monitored to safeguard IT performance levels.

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