Summary
Key results
Full independence from external vendors’ systems
Improved control over business processes
Limitations of the outsourcing model in IT process management
Until then, the bank relied on an IT Service Management system delivered by external vendors to support its day-to-day operational processes. This model resulted in dependency on third-party services and limited the bank’s ability to independently manage its IT environment.
Arion Banki required a solution that would enable it to take ownership of key IT processes, unify the way IT teams worked, and centralize process handling within a single environment. The objective was to organize and standardize the operational model, creating a solid foundation for further optimization.
To carry out this transformation securely and in line with proven practices, Arion Banki decided to cooperate with Sii Poland – an Atlassian Platinum Solution Partner with extensive experience in designing and implementing Atlassian tools, supported by experts from a dedicated Atlassian Competence Center.
Comprehensive consulting services and target architecture design
Sii experts delivered the service in two key phases: consulting on the existing environment and designing a target solution aligned with the bank’s needs. This approach ensured a secure transition to an internal ITSM (IT Service Management) system and enabled precise planning of the Atlassian tools integration.
The scope of work included:
- Consulting and designing the integration of two external Jira Software Server applications into Jira Service Management hosted in Atlassian Cloud, with Arion Bank established as the owner of the environment
- Analysis, optimization, and implementation of tools from the Atlassian ecosystem, including Jira Service Management, Confluence, Insight, Opsgenie, and Statuspage modules
- Integration of the Atlassian platform with external systems (GIT, PowerBI)
- Provision of licensing advisory services
The project was delivered using the Agile model, enabling ongoing consultations with the bank’s teams, rapid response to changes, and iterative adjustment of the scope throughout subsequent implementation stages.
Central IT environment and improved performance of key processes
The implementation of an internal IT system based on Atlassian Cloud enabled Arion Bank to eliminate dependency on external vendors for process handling and transfer key activities to an internally managed environment. As a result, the institution gained full control over its IT services and established a more stable foundation for further development.
Migrating process handling from three separate tools into a single solution streamlined daily operations and ensured transparency in task allocation and communication between teams. The implemented critical incident management process enabled faster response to high-priority events, while automation of selected internal activities reduced manual work and generated time and cost savings.
Centralizing key business processes within one tool improved operational oversight and facilitated ongoing coordination across the entire IT environment.
Key results
- Migration of process handling from multiple tools to a single environment
- Transparent task allocation and improved communication flow
- Implementation of a critical incident management process
- Automation of selected internal processes
- Full independence from external vendors’ systems
- Improved control over business processes