Case Study: Capitec Bank achieves high availability, faster agent service and reduced downtime with Ivanti Service Manager

South Africa’s Fastest Growing Retail Bank to Deliver 3 Pillars of IT Service Management

Capitec Bank, South Africa’s fastest-growing retail bank, needed a modern, highly available IT service management platform to support 284 teams, 1,200 agents and more than 31,000 tickets every 24 hours after its desktop-based system reached end of life. Capitec evaluated market leaders and selected Ivanti, deploying Ivanti Service Manager (powered by Heat) to deliver cloud-based access, higher availability, faster agent workflows and reduced time to market for IT changes.

Ivanti’s cloud implementation (with technical support for complex migrations) migrated about 95% of processes within nine months and added Network Load Balancing across six back-end servers to prevent outages—averting a total system failure three months into deployment. Measurable impacts from Ivanti include monthly release downtime cut from 9 hours to under 15 minutes, incident launch time reduced from 20s to 6s, a 65% drop in time spent on platform-related tasks, merchant data imports reduced from 22 hours to 2 hours, reduced import intervals by 60%, improved SLAs and stronger agent reporting—contributing to higher client satisfaction.

Capitec Bank

Rickard Chambers

Team Leader for Service Management Systems, IT/Business Development