Case Study: Banco da Amazonia achieves IT service automation and advances from maturity level 1 to 3 with Cherwell Software

Banco Da Amazonia - Customer Case Study

Banco da Amazonia, the federal development bank for Brazil’s Amazon region, needed to modernize IT operations that lagged behind the institution’s broader mission of sustainable regional development. The bank’s homegrown solution lacked the automation, controls, flexibility, and reporting required for effective service governance and scalable support.

Using Cherwell Service Management (implemented by Business Station), Banco da Amazonia automated and integrated core IT processes—deploying Incident, Service Request, Configuration/CMDB, Event, and SLA management in five months, then adding Problem, Change, and Release management. The rollout raised ITIL maturity from level 1 to level 3, created a professional services center, improved service assistance and cross-department integration, reduced call volume and rework, and enabled better knowledge capture and metrics.

Banco da Amazonia

Glauccyo Heleno Alves

Coordinator