For large banks, monitoring EUC environments means ensuring quality end-user experience on thousands of systems despite aging infrastructure and a global workforce. Adding to that challenge, those in banking and finance also contend with tight security and compliance standards to protect themselves and their customers’ assets.
Security and end-user experience are frequently treated as opposing forces on the EUC requirements scale. One enterprise that has found a way to satisfy both is Standard Chartered, a leading international bank and financial services company with more than 1,000 branches and a presence in 60 markets.
Tackling IT Challenges in Banking by Monitoring EUC Environments
The IT team at Standard Chartered is responsible for over 86,000 users and 120,000 devices worldwide. One solution they use to help monitor their complex environment is SysTrack.
Recently, I had the opportunity to speak with Standard Chartered’s Head of Desktop Services, Mabes Suleman. When asked why they chose SysTrack, Suleman highlighted Standard Chartered’s need to “make decisions based on data intelligence” as well as to prioritize end-user experience, security, and compliance.
What sets IT at Standard Chartered apart is their commitment to supporting their users and providing a seamless experience through data-driven decision making. Harnessing SysTrack’s digital experience monitoring capabilities, their team is able to proactively resolve issues before users even notice a problem. Other ways Standard Chartered leverages SysTrack include rationalizing their extensive software portfolio and right-sizing their VDI deployment.
You can learn more about how Standard Chartered is using SysTrack by watching the video or reading the transcript below.
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Heather: Hi, I'm here with Mabes Suleman, Head of Desktop Services at Standard Chartered Bank. He's graciously agreed to answer a few questions for us today. So, without further ado, why did you choose SysTrack at Standard Chartered?
Mabes: So, we have a very diverse environment where we manage the best part of 120,000 devices that are scattered all over the globe. We need to make decisions based on data intelligence that will drive engineering decisions that will improve the end-user experience and help us to ensure that we operate a secure way, that we are compliant, and we are defining our standards and then building to our standards. And then ultimately allowing us to manage our overall huge PC environment.
Heather: And what major use cases are important to your team, what's most important?
Mabes: So, I don't think there is just one, I think there are themes. The themes for us are around automation. So, as we gather all this data, we can make intelligent decisions on how we can seamlessly improve the end-user experience. We're looking at the capabilities of doing self-heal. So that before a customer can report an issue, we're fixing that issue. It helps us with our asset management, so that—again, we've got such a diversity with using lots of software—there may be opportunity to optimize our asset management and our software.
Heather: What is a great user experience look like for Standard Chartered? How do you ensure that?
Mabes: So, it's where they don't know, right? Because it's all happening in the background. So, it's all this; it's seamless to them. And we're giving them information, and we're fixing things in the background. And we may afterwards go, retrospectively, say, "Do you realize you've had 10 blue screens of death, but you didn't know about them because we got them fixed?” So, the more seamless it is, the more transparent it is, the better the end-user experience.
Heather: Great, and I know you just got a quick overview of some of the new features we're launching today, SysTrack 8.4.
Heather: Could you give me just your first impression?
Mabes: So, I think that it's all heading in the right direction. I think sensors sound really good. I think the self-healing part is going to be very powerful. I think the self-service where I'm giving users the ability to raise tickets--I think that's also dangerous, but I think it's the right direction to go. So, I think the more you can eliminate at the top end—which by that I mean, the less the user has to do—is like it ought to be and the experience will be better.
Heather: All right, great. Well thank you so much for joining us.
Mabes: You're welcome.
See for yourself how SysTrack assists with monitoring EUC environments by signing up for a live demo.
Heather Bicknell is the product marketing manager at Lakeside and host of the Lifeguard IT podcast.