1. service is our success - a brief introduction by Thomas Joham
Service Desk for Banking Applications
service is our success - a brief introduction by Thomas Joham

2. RBI – Raiffeisen Bank International
Owned by Raiffeisen Landesbanken
RBI is Austrias second biggest bank and one of the biggest banking groups in CEE (14 countries)
Providing all kind of banking products such as Investment banking, Leasing, Bausparkasse etc.
Listed on the Vienna Stock Exchange
Approx employees across the group
Serving approx 17 Mio customers in 2500 bank branches
How to reach me:

3. TJ – Thomas Joham studied software development, business and IT
working in RBI since 5 years
now Service Manager of RCRS (RWA Engine, EC, Stresstesting, MoPLA)
Product Owner for Agile Risk Infrastructure
Motivator, Co-Ordinator and Innovator
Link between business and IT
How to reach me:

4. Why was a Service Desk necessary?
11x Network Units
1x Head Office
Decentralized IT
Decentralized Business
Decentralized Governance

5. Our service objectives
… be simple, fast and easy to use
….be efficient for users and operators
….be open for new technologies and tools
…provide fancy software which is cool and satisfies consumer needs

6. What is Service Desk about?
Service Desk is …
… easy to use.
… optimized for operations.
… based on our well known tools.
… special ticket tracking tool for operators.
… another way of interaction.
… simple, cool and useful.

7. Let‘s get started

8. First Aid for RCRS

9. First Aid for MOPLA

10. First Aid for Infrastructure

11. Reset my password

12. Reset my password

13. My requests overview

14. notification

15. How does the configuration look like?

16. Setup – Request types per project

17. Specific Automations

18. Workflows
RBI specific Change Request workflow

19. Reporting

20. Service Desk Statistics

21. EazyBI

22. EazyBI

23. Live demonstration and Q&A