ESM-platform SimpleOne was implemented in MTS Bank as a tool for provision and maintenance of internal and client services

**MTS Bank has successfully organized a corporate services management system based on the Russian SimpleOne platform. The implementation was carried out by SimpleOne's partner, a leading provider of IT solutions and services - Systematica (part of **[**NCC**]()**). **** Due to implementation of **[**ITSM-solution**]()** and its scaling up to **[**ESM**]()**, provision of services for** **clients, partners and** **employees of the bank**** was automated.** The purpose of implementation of ESM-platform in MTS Bank is to increase customer loyalty by increasing the quality of provision and support of products, increase the efficiency of internal processes and reduce operating costs of the bank's IT-cluster. The main objectives of the project are to reduce the time of solving customer incidents by 50%, the time of registering mass incidents by 30%, as well as full automation of internal work processes for coordination and solution of routine tasks. According to the results of the work performed in 2022, all the tasks set by the bank have been achieved: - catalogs of services and service requests were optimized - the system capabilities allowed to reduce the number of services and requests three times while maintaining the same functionality. The current catalog, in addition to IT services, contains services of nine other divisions of the bank; - 12 IT processes have been automated and more than 15 new functional directories have been implemented to support the work of the processes. All processes are connected: management of requests, incidents, service requests, problems, events, configurations, knowledge, changes, service catalog, service level, IT risks, labor cost accounting; - integrations with the bank's information systems were implemented, which provided the possibility of automatic registration, including from monitoring systems and routing of requests for their prompt resolution; - more than 90 work processes of various complexity were automated, providing fully automatic creation and assignment of parallel/sequential tasks and approvals. Implementation of the ITSM-system allowed the bank to improve the quality of service by reducing the time required to resolve customer requests and optimizing the connectivity of IT processes. The use of built-in functions and low-code tools of the ESM-platform ensured compliance with the regulator's requirements in terms of operational risks of information systems.

"Systematica is a partner of SimpleOne - one of the leading Russian developers of Enterprise Service Management (ESM) automation systems. SimpleOne software is developed taking into account the best methodologies and practices (ITIL®, VeriSM™). The solution is included in the register of Russian software and is suitable for import substitution of a number of foreign products - Jira, Micro Focus, ServiceNow and others. **About the client** **MTS Bank (MTS-Bank) **is a universal commercial bank with a 30-year history, providing a wide range of services to individuals and companies. It is among the 40 largest banks in Russia in terms of assets. In its strategy, MTS Bank relies on the rapid growth of its retail business and services for small medium-sized enterprises, as well as on combining the convenience and functionality of digital channels with the physical accessibility of its offices across Russia. MTS Bank is the best retail bank according to Retail Finance Awards-2022. For more information please contact: **Press Service of MTS Bank PJSC** [Press@mtsbank.ru ](