About the client

A corporate bank catering for large organizations and the public sector. The bank focuses on providing service and finance solutions for companies from selected industries.

The challenge

Restructuring the company, minimalizing the contribution to the work not connected directly with Business. Outsourcing whole processes that support the Business’ work.

What we did

  • A team of specialists taken over from the Client’s structures is responsible for implementation of the first and second line of suport.
  • Three employees working in shifts perform the procedure of closing the day, which is critical for the Bank’s continuity. Work is done at night or on weekends.
  • We realize support works according to the SLA expected by the Client, we present results by monthly measured KPI.
  • The entire process, supporting Service Desk and second line in the head office and in branches all over the country is realized by Sii’s team.
  • We advise the Client in the area of ITIL methodology.


  • No KPI exceeded.
  • Identification and presenting solutions for leaky ITIL processes.
  • Taking over Bank employees smoothly and in a short time.
  • Equalizing knowledge levels in the team.
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