Bank of Namibia

Bank of Namibia

Introduction

The Bank of Namibia is the central bank of the Republic of Namibia. Being the central bank, it is responsible for economy and various finance related regulations of the country. Few of the high profile responsibilities include:

With the above mentioned responsibilities one can easily figure out how important this particular organization is for the growth and prosperity of the country. Amidst all these responsibilities lies the IT department of the bank which is silently responsible for the smooth functioning of day-to-day activities and now has become its backbone.

With 95% IT infrastructure being virtualized with vendors like VMware and Microsoft’s HyperV, it was important for Mr. Marsorry Ickua, Director, IT, and Ms. Cecilia Kahorongo, IT Compliance Officer to follow standard practices in monitoring complex heterogeneous IT infrastructure.

“The best part is the integration of monitoring and help desk. This allows us to manage IT assets and monitor them from a single console, ability to monitor applications with infrastructure co-relation gives my team a clearer visibility, but something I have noticed very lately is the power of centralized alarm configuration with root cause analysis, that has become the most important feature for us and has made us proactive”

Mr. Marsorry Ickua,Director IT, “and Reporting, the extensive reporting which IT360 provides with Key performance indicators just allows us to decide better"

“ I do not have any figures to justify the increase in performance and productivity that IT360 has brought-in to organization but daily when I see the dashboard I don’t see any SLA breaches which as an IT director is the most pleasing thing to notice, and justifies our decision to purchase the product.”

Initial Challenges:

Mr. Ickua starts the conversation “Few years back we were using a ticketing tool TrackIT (Now acquired by BMC software) which at that time was enough to manage just the tickets. But now, with usage pattern and complexity being different and rapidly changing, we needed a tool which can adapt to this change and is easy to use

Major challenge for Mr. Ickua and his team of 20 IT specialists, including Ms. Kahorongo was to bring a process in place. Bank of Namibia strongly believes in ITIL and wants to bring the recommended process into their IT governance. Bank of Namibia decided to go with ManageEngine’s hugely popular IT service management solution ServiceDesk Plus, which has an integrated IT asset management plus a CMDB module.

(Bank of Namibia initially used Solarwinds Orion for infrastructure monitoring. But as more and more IT infrastructure was being deployed, it (Orion) lacked the integrated visibility into infrastructure, applications and SLA management. Mr. Ickua and team then approached ManageEngine for an integrated solution.)

He says, “With increased complexity and growing demands we could no longer be in a fire-fighting mode, we needed a solution which could give me a picture of what is happening in IT on a single dashboard

An Integrated IT Management solution

Bank of Namibia, like all other IT 360 customers was also given a free trial of the product with unlimited license “ The approach was so simple and it was very easy to configure, when an engineer from ManageEngine demonstrated the products capabilities we knew this is the missing link we were looking for ” adds Ms. Kahorongo

Being a central bank, Bank of Namibia's IT infrastructure isn't geographically dispersed; hence IT360-professional edition was suggested. With standard IT infrastructure consisting of servers from HP, networking devices from Cisco and operating systems from Microsoft and Unix, It was just another set-up for ManageEngine IT360 which has already been deployed in over 200 enterprises with multiple vendor IT infrastructure.

On asking if the performance can be measured with a numerical figure Mr. Ickua says “I do not have any figures to justify the increase in performance and productivity that IT360 has brought-in to organization but daily when I see the dashboard I don't see any SLA breaches which as an IT director is the most pleasing thing to notice, and justifies our decision to purchase the product.”

The ManageEngine Advantage

We were curious to know which feature in IT360 is favored the most by Mr. Ickua and team. He answered “The best part is the integration of monitoring and help desk. This allows us to manage IT assets and monitor them from a single console, ability to monitor applications with infrastructure co-relation gives my team a clearer visibility, but something I have noticed very lately is the power of centralized alarm configuration with root cause analysis, that has become the most important feature for us and has made us proactive”, and Reporting, the extensive reporting which IT360 provides with Key performance indicators just allows us to decide better Ms. Kahorongo intervenes to complete the response.

Bank of Namibia uses IT360’s Business Service Grouping (BSG) very extensively. BSG allows enterprises to logically group all infrastructures that support business critical services. “Currently we have grouped eight of our critical services into IT360's BSG and it’s so easy to monitor all of them from a single console, this is the integration and visibility we needed at work” Concludes Mr. Ickua

The conversation concluded with Ms. Kahorongo sharing her experience with ManageEngine technical support “It has been really smooth, we get response in time and the best part is- guys really know what they are saying, which is very important ” concludes Ms. Kahorongo.

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