Case Study: Leading Global Financial Services Firm reduces incident handling time with Resolve Systems

Resolve Transforms Self-Service for Global Service Desk Organization

Leading Global Financial Services Firm, a Top 10 global bank operating in more than 60 countries with $2.3 trillion in assets, wanted to reduce the burden of manual IT processes. The firm needed a self-service solution for its global service desk organization to speed incident resolution from request submission to self-remediation and close gaps in knowledge management across its existing ITSM tools. Resolve Systems was selected to address the challenge with Resolve Actions.

Resolve Systems rolled out Resolve Actions to 17,000 users with synchronous automation triggered by incidents and end-user interaction, along with guided workflow and decision automation capabilities. Within one year, the solution was performing the work of 10 full-time operations employees, helped reduce ticket volume by 60%, saved over $1M annually in the pilot program, and cut incident handling time by up to 50% while reducing incident volumes by up to 30% in the global service desk.