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Case Study Commercial Bank of Dubai

Introduction

As one of the largest banks in United Arab Emirates,, Commercial Bank of Dubai (CBD) intends to provide its customers with the most reliable and secure banking experience using various applications and services.

Established in 1969, CBD has always been a profitable business with a very strong presence across the United Arab of Emirates. Today it offers a broad range of products to its customers ranging from retail to wealth management via the internet, mobile and other conventional ways. Using the right IT team and technology, CBD ensures the highest security for all of its electronic services. This commitment even made the Commercial Bank of Dubai as a proud winner of the Mohammed Bin Rashid Al Maktoum Business Award for quality excellence in business. The bank’s strategic plan is to win more customer confidence and widen the scope and variety in their offering.

Operational Challenge -

The Commercial Bank of Dubai provides 24/7 services to its customers. The bank’s IT team was provided with the challenging task of providing a seamless and secure experience to its customers. The bank also has several branches across UAE which is supported by several layers of complex IT infrastructure ranging from virtual to physical servers and different business critical applications on the cloud too.

While talking to Mr. Gangiah Sonaimuthu, who heads the IT infrastructure division of CBD, he recalls “Earlier we had a very tedious task of manually maintaining the entire infrastructure everyday. With IT changing its course at this pace it was very difficult for us to manage the entire infrastructure manually, which sometimes turns reactive than being pro-active” With the Internet widely being adopted for many financial transactions it was a difficult task for Mr. Gangiah’s team of 90 engineers to determine the end-user quality of experience during different stages of transactions. As there are several branches of CBD spread across UAE, his team was looking for a solution which could accumulate data from everywhere and show to him on a single console.

The ManageEngine Solution

Following a detailed and successful Proof of Concept, CBD decided to select and implement ManageEngine IT360 to manage their entire IT infrastructure.

Due to the complexity in the IT architecture and layout formation Mr. Gangiah was worried about the possible downtime and difficulties customers would have to face while setting up the IT solution. He said “In our business we cannot even think of a minute of downtime. Due to intense competition, customers always have an alternate option but to my surprise I was amazed at how the ManageEngine team setup the entire production, with it being ready-for-production in just a couple of weeks!”

At CBD, ManageEngine IT360 manages close to 250 different servers including both physical and virtual boxes and around 100 application servers that support several of CBD’s business-critical applications.

CBD has an in-house application-development team. This team develops internal as well as business applications to be used by all employees and customers on a daily basis. ManageEngine IT360 helps their IT-management team to monitor these applications on a 24/7 basis to ensure their availability and maintain the high quality of experience.

IT360 uses its real-browser monitoring agents to monitor the end-user experience of all their business-critical sites and applications. With its integrated dashboard, Mr.Gangiah now has a single view of the IT infrastructure.

The ManageEngine Advantage

Enhanced quality of experience for customers and reduced complexity

CBD’s IT team can now be more proactive with all their IT processes. This reduces the pressure on IT teams and, has reduced failure rates. This ensures efficient IT delivery and enhances customer satisfaction:

Some of IT360’s features that are regularly being used by CBD’s IT team are:

  • Centralized alarm management
  • Integrated reports which helps in capacity planning and making accurate decisions
  • Business service grouping that allows to monitor critical infrastructures together as an entity
  • Role-based access that allows different teams to work separately from a single product console

Commercial Bank of Dubai uses BMC’s Remedy for their service-management needs. After spending a huge amount of time and money, they were reluctant to remove it completely and use IT360’s integrated ITIL-ready service-management module. Mr. Gangiah was worried about the integration of the BMC Remedy and ManageEngine IT360.

ManageEngine, apart from its variety of products, is also known for its support. With around 60,000 customers worldwide ManageEngine maintains various mediums to support its customers. An active ManageEngine community forum is an example of one such medium. “Support has always been very active and on time. My team has always received quick response to any problems we faced, whether they were environmental or product-related. I really appreciate the depth of technical expertise that the IT360 support team has. My team is happy enough to buy more licenses and extend existing ones”, concludes Mr. Gangiah

“During the evaluation stage we were up for a challenging task to choose an appropriate management product. With so many tools in the market it was difficult to select the right tool which meets all of our requirements. We evaluated tools from IBM, HP, CA and also considered outsourcing the IT management, till we were recommended by our technology partner about ManageEngine IT360”

“We knew IT360’s service management capability but just because of what we have invested in Remedy in the past and the job that it already does, we were hesitant to go forward and replace it. But after some integration work IT360 connects smoothly with Remedy to create tickets, assign technicians and performs other service management tasks effectively.”