Sostenuto has provided the building blocks for ITIL compatibility at Abacus Financial Services and is now behind their BS 15000 drive.
Chessington 15th November 2005. Wealth management company Abacus, one of the world’s leading independently owned financial services companies, is using Sostenuto, the web based service management product from Sunrise, to help support the key processes involved in winning BS 15000 accreditation.
The Technology Department at Abacus, which is responsible for the project management, application development and technical support to 400 users based across five UK locations, initially launched its ITIL project, supported by Sostenuto, in 2003.
Since then, Sostenuto’s purpose has been to automate these ITIL processes to manage incidents, problems, changes, configuration items, SLAs, contracts and third party suppliers, and Sostenuto is now fulfilling a similar purpose in the context of BS 15000, the British Standard that offers audited proof of proficiency within IT service management.
Sostenuto is now helping the team to deliver one of the standard’s primary requirements to set up a configuration management database that automates elements such as the software library. Neil Merritt, Service Delivery Manager highlights the benefits of Sostenuto.
“The fact that Sostenuto ITSM is built around an ITIL framework was a decisive factor for us. Having an advanced out of the box solution that allows you to easily create associations between the different elements of the system, such as incidents, problems and contracts is a great starting point, however beyond that, the fact that it is configurable means that it will assist us with process requirements beyond this.
The presence of such a structured product has been particularly useful when moving towards BS 15000 because as Merritt explains, the transition is quite jarring for the organisation.
Some elements of BS 15000 are so prescriptive they do present a problem as you can’t quite adopt ITIL elements to fit with how you would wish to work as opposed to how you are prescribed to work. But, at the end of the day, BS 15000 is the only yardstick for service provision and even then the prescriptive nature is surmountable, explains Merritt.
Tom Weston, Chairman of Sunrise, is delighted to be assisting Abacus.
We are pleased we have been able to support Abacus, firstly with achieving ITIL compatibility and now with working towards BS 15000 accreditation. We provide the ITIL building blocks as part and parcel of Sostenuto ITSM and all our customers are free to implement the disciplines as and when they are ready, and go beyond this if they have BS 15000 in mind.”
Merritt concludes by detailing the business benefits that this continuous project has helped create.
Because we have centralised technology issues using Sostenuto, the business is now able to run in a much more measured way. We can clearly identify the root causes of major incidents and label their consequent resolution so as to prevent them happening again. Change management has been invaluable in enabling impact analysis to be performed against different types of changes by taking into account numerous views and opinions. Such change control has helped minimise downtime and ensure that rollouts happen in a controlled manner.
About Abacus Financial Services Group
Established in the Channel Islands in 1967, the Abacus Financial Services Group is one of the world’s leading independently owned financial services companies. Operating from offices in London, Edinburgh, Cheltenham and Amsterdam, as well as Jersey and Guernsey, the Group has assets under management in excess of 23 billion.
Founded in 1994 Sunrise has become a leading independent provider of Service Management solutions for IT and across the organisation. With a customer base of over 1,000 blue chip and public sector organisations, Sunrise has derived an outstanding reputation from enabling these customers to harness IT to improve their business performance.
For further information on Sostenuto or any other software solution by Sunrise please contact Angela Steel, Sunrise Marketing Manager, on 0208 391 9000 or email email@example.com