Case Study: Banco do Brasil achieves over 99% availability and an ITIL-based unified service desk with Hewlett Packard Enterprise

Banco do Brasil - Customer Case Study

Banco do Brasil engaged Hewlett Packard Enterprise to implement ITIL processes and modernize its IT service management to ensure high availability, prepare for disaster recovery, and enable mobile approvals for IT managers. The bank used HP Service Manager 9.34 and HP Connect-IT 9.50, integrated with other HP software (including HP BSM and UCMDB) to create a single-point-of-contact ITIL-based service desk.

Hewlett Packard Enterprise delivered HP Service Manager and professional services to automate Incident, Change, Configuration, Release and Problem Management, implement HA/DR-ready infrastructure, enable JavaScript/LDAP profile updates, and integrate a broad HP solution stack. The implementation achieved over 99% availability, supported 6,000 operators and 162,000 contact profiles, populated a CMDB of 267,431 configuration items (257,745 operational) and processed hundreds of thousands of incidents (371,040 in 2014), demonstrating clear, measurable improvements in service delivery.

Banco do Brasil

Murilo Dantas Barreto

Team Manager