![]() Note: Moor Insights & Strategy writers and editors may have contributed to this article. ![]() I believe the architecture makes them well-positioned to transition more safely and much faster to the cloud. TSB now appears to have a best-in-class infrastructure with ServiceNow at the center. RPA can automate traditionally manual processes and make them more efficient. Robotic Process Automation (RPA) can shield against human error or potential fraud. Banks must effectively manage newer risks such as digital technologies, cyber and data security, third-party risks, pandemics, and even climate change. Operational resilience is always a concern for banks and regulators alike. As it has done with other banks, Infosys will integrate security tools to enable the IT, security, and business to collaborate seamlessly on security breaches and vulnerabilities. Infosys is working with TSB to automate more use cases such as risk and compliance, operational resilience, and asset management. Many IT processes that used to take days and even weeks to complete manually are now automated.Įxternally, customer service queries are solved faster due to highly integrated and connected data flow and availability for customer service. IT now knows what issue might impact what business area if not solved in a stipulated timeframe with the platform integration. Internally, the business could execute projects faster and spend more time on productive work due to automation. During the height of the Covid-19 crisis, the service management platform and processes were available to users with zero disruption. ![]() The processes put in place allow management to make informed decisions and plan for future service management interventions. For example, there have been two thousand changes, and over a hundred management activities and associated workflows automated and orchestrated. The bank is managing a significant volume of transactions via the new platform. TSB says it now has a very stable ‘run the bank’ platform on the cloud that is available 24x7 for customers, directly correlating to how customers perceive the bank's service. With repeatable best practices, Infosys uses this solution to avoid each customer reinventing the wheel every time. Infosys has a Center of Excellence with a team dedicated to enhance the best practice repository. It contains more than 70 ready-to-use configurations that have been developed and refined by over five hundred customer deployments across many industries. The Infosys Enterprise Service Management Café is an accelerator to speed up ServiceNow implementations by 40% in most customer situations. ![]() ServiceNow is connected to all supplier platforms that aggregate information for TSB to stay informed, be proactive, and make insight-driven decisions faster so that the business runs seamlessly with zero disruption. Infosys started with the rapid deployment of ServiceNow's core service management capability to connect the supplier ecosystems to ServiceNow. Automation and speed can benefit financial services businesses in the back office and in customer-facing use cases,” said Ajay Vij of Infosys. “Banks attuned to technology find that speeding up and automating traditional processes equip them with a vital competitive edge. Speed ranked as the top reason for financial service companies to migrate to cloud-based services in 2020 and in the future, the Infosys Cloud Radar 2021 survey found. Implementing cloud-supported IT upgrades to enhance speed-to-market has been a persistent top priority for financial services businesses even during pandemic-driven disruptions, Infosys research has found.
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