The ITSM environment is essential for the operation of one of the largest financial institutions in Brazil, covering all its departments, including bank branches, service points, and the lottery network, with a total of approximately 130,000 users nationwide. This system is crucial to ensure the continuity of services and daily operational efficiency.

The institution's biggest challenge was consolidating the various tools used to manage incidents, changes, problems, and other IT management processes, aiming to optimize governance, reduce redundancies, and improve integration across all company departments. 

The goal was to ensure that all sectors operated in a synchronized and agile manner, promoting greater efficiency in the corporate environment.

The creation of the Service Management (GSC) project was essential to optimize the ITSM environment of the financial institution. The GSC enabled efficient monitoring of the service level (SLA) for the demands addressed by business units, people, infrastructure, technology, and other services, allowing for comprehensive management of all requests.

This solution not only improved governance and integration across departments but also provided a clearer and more detailed view of the processes, facilitating strategic decision-making. With the implementation of the GSC, the institution achieved new performance milestones, increasing the record of simultaneous access from 9,000 to 13,800.

Additionally, there was a significant increase in user productivity and satisfaction with IT services, positively impacting operations and the internal customer experience. Service management also contributed to the reduction of incidents and improved the overall system efficiency.