HDFC Bank provides better service by reducing IT downtime
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Customer success story
HDFC Bank provides
better service by
reducing IT downtime
Customer profile
Industry: Financial services
Company: HDFC Bank
Business Challenge Solution Benefit
HDFC Bank has more than Quality customer service HDFC Bank deployed CA The bank has been able to
1,725 branches and offers a is essential in the Service Desk Manager, increase the window of
wide range of commercial transaction-intensive CA Workload Automation service available to
and transactional banking financial services sector. and CA NSM which enable customers. As a result,
services and treasury HDFC Bank must be able real-time monitoring of the HDFC Bank is able to
products to wholesale to ensure a responsive bank’s IT infrastructure, provide a quicker and more
and retail customers and consistent service simplifies change predictable service, which
in India. while maintaining management and reduces will support its growth.
profitability. manual operational errors.
we canHDFC Bank
Business
The future of Indian banking
HDFC Bank offers a wide range of commercial and transactional banking services and treasury products
to wholesale and retail customers in India. It was one of the country’s first private banks when it
started in 1994 and now has more than 1,725 branches and 4,232 ATMs in 779 Indian cities.
The company’s Compound Annual Growth Rate (CAGR) has been consistently over 30 percent for the
past few years. The bank’s single-minded focus on product quality and service excellence has helped
garner the appreciation of both national and international organisations. This success has helped the
bank land a number of industry and international accolades. In 2006, it was cited as one of Asia
Pacific’s best 50 companies by Forbes Magazine, while Business Today awarded the company the title
of Best Bank in India.
In the 2009 Asian Banker Awards, HDFC Bank was awarded the following:
• Best Retail Bank in India Award
• Best Automobile Lending Award
• Achievement Award for M&A Integration
• Best Technology Implementation Award.
To continue its impressive growth, HDFC Bank is looking at new business opportunities with small
and medium enterprises as well as promoting financial inclusion for under-privileged and rural
communities in India.
“IT is fundamental to the
customer experience across all
our banking channels.”
Harish Shetty
Executive Vice President-IT, HDFC Bank
02HDFC Bank
Challenge
Meeting customer expectations
In the transaction-intensive financial services sector, the long-term sustainability of business growth
depends to a large extent on the robustness of an organisation’s operational processes and the quality
of its customer service.
As a result, HDFC Bank provides a range of customer banking channels – all of which are reliant on
technology. As Harish Shetty, Executive Vice President-IT at HDFC Bank, explains, “IT is fundamental to
the customer experience across all our banking channels and underpins the majority of financial
transactions. Our customers increasingly expect to be able to execute these transactions 24/7 and with
minimum effort and disruption.”
With the bank’s strategic advantage and customer services so closely interlinked with its IT
capabilities, HDFC Bank must be able to ensure the availability and performance of its IT infrastructure.
This, however, was becoming more and more difficult for the bank.
“To ensure the required level of predictability for our customers, we needed to find a way to prevent
downtime on our IT infrastructure and maximise the efficiency of the support services we provide to
the business,” comments Shetty.
Solution
Minimising the risks for business continuity
To improve visibility and control, HDFC Bank has deployed a business service management solution
from CA Technologies.
Following are the CA Technologies solutions that have helped HDFC Bank in various ways:
• CA NSM: This solution has helped in providing proactive alerts. Proactive performance monitoring
has helped in executing proactive capacity planning. Using this tool the bank monitors 280 business
applications consisting of around 2,400 servers in its datacentre. This tool’s capability to send
alerts instantly through different mechanisms like SMS, emails and banners based on threshold
definition, has helped HDFC Bank predict potential issues and resolve them well before they hamper
business users.
• CA Spectrum Infrastructure Manager and CA eHealth Performance Manager (PM): These CA
Technologies solutions have helped HDFC Bank in monitoring network links spanning India and
providing proactive link down alerts, ensuring backup link availability and thereby reducing branch
isolations. Using this tool, the bank is currently monitoring around 2,800 network links and around
500 MPLS links. CA eHealth PM’s ability to measure the bandwidth utilisation every five minutes has
helped the bank’s network team to carry out analysis and manage future link capacity upgrades.
03HDFC Bank
• CA AutoSys Workload Automation (WA): This CA Technologies solution has helped in eliminating
operational errors and reducing operational delays, thereby ensuring timely release of system and
availability to HDFC Bank customers.
“Using CA AutoSys WA, we have automated 82 business applications for end-of-day processing, which
consist of around 360 workflows and 9,750 jobs,” comments Shetty. “The benefits reaped by using
this CA Technologies solution is considerable, with 600 operational tasks being eliminated and
40 operational hours being saved daily through automation.”
CA Service Desk Manager/CA CMDB: These solutions helped in addressing 99 percent of requests raised
internally within the agreed SLA. This also followed the ITIL® method for reduction in repeated
incidents. Currently using this tool means the bank has five different helpdesks servicing its internal
branch users, as well as external customers. CA Service Desk Manager is being utilised across more
than 1,725 branches with approximately 55,000 branch users and 1,200 analysts providing service to
around 75,000 requests per month. The solution’s capability of escalating unattended requests or
requests breaching different SLA definitions has helped timely service to HDFC Bank’s customers.
CA CMDB has helped in providing a central repository with relationship mapping of configuration
items (CI) so that full impact analysis can be carried out. As Shetty explains, “Whenever a change is
requested, we are able to conduct a thorough evaluation to understand what interconnected CIs
might be impacted. This helps to avert unplanned downtime and ensure the continuity of business
applications. CA CMDB has helped us plan and schedule changes in a more appropriate manner with
least impact on business.”
Since HDFC Bank introduced the tool it has been used to capture and register datacentre servers,
storage, applications, operating systems and databases as CIs. To date the bank has incorporated
1,200 CIs with 2,000 relationships defined.
40
operational hours have been
saved each day by automating
82 business applications
with CA AutoSys WA
04HDFC Bank
CA Desktop and Server Management (DSM) has helped in giving complete visibility and control of
desktops, servers and software deployed at different branches of the bank. It has helped to mitigate
risks and support compliance initiatives. Today HDFC Bank has close to 55,000 desktops and 3,300
servers using CA DSM, which is helping to maintain the organisation’s hardware and software
inventory. The bank is now progressing towards exploring the software delivery option feature of
CA DSM which will help reduce the TAT on software deployment and in turn expenditure incurred for
small business application deployment.
Benefit
Fast and predictable banking services
The ability to take such a proactive approach using the CA Technologies solutions has enabled HDFC
Bank to lessen the number of system outages considerably.
By preventing IT problems from occurring, the bank has managed to increase the window of service
that is available to its customers. “We now experience less IT downtime, which means the bank’s staff
and services are more efficient,” adds Shetty.
By optimising the performance of its IT infrastructure and services, the bank is able to:
• Ensure the availability of multiple customer banking channels
• Offer a higher quality of customer service and products
• Maintain high standards of corporate governance and regulatory compliance.
These factors are all vital if HDFC Bank is to achieve its goals for business growth and ongoing product
innovation. “With an optimised IT infrastructure, the bank can provide a quicker and more predictable
service to its customers, which is a key strategic advantage,” concludes Shetty.
CA Technologies solution has also provided the bank with a framework where the interaction between
IT and business can deliver greater value both in the short and long term.
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