ING Proactively Address Potential SLA Breaches To Improve Customer Satisfaction
Executive Summary
ING provides a wide array of banking, insurance and asset management services to customers in over 50 countries. To ensure reliability of IT services during the relocation of its primary European datacenter, ING established several service level agreements to track the availability and responsiveness of IT services. The financial services company was looking for a consistent approach to service level management to effectively map IT service performance to customer need. The solution it used helped ING ensure a smooth datacenter transition and transform its approach to service level management.
ING is now able to proactively address potential SLA breaches rather than ‘reactively’ solving IT service problems weeks after they occur. Read the full case study to know how ING was able to achieve real-time insight into service level performance.
