GovOps ITSM

Edge UOL revolutionizes Agile Governance in IT for the banking sector.

The company’s specialized consultancy enhances technology processes and tools, aiming to promote operational excellence and a culture of Continuous Improvement.

Edge UOL provides consultancy and develops models using tools and Agile Governance indicators in the IT (Information Technology) field for banking sector clients.

To improve engagement with various stakeholders, the company works closely with them to define a more accurate IT strategy, operationalizing it through documentation and tools, based on the client’s maturity in their IT processes.

Through an Edge UOL initiative, information is gathered, and expectations around IT actions and the daily challenges faced by internal teams are thoroughly understood.

Following an in-depth mapping process carried out by a multidisciplinary team, Edge UOL applies industry best practices and methods to create solutions that integrate and address the needs of its partners’ stakeholders.

Our challenge

One of Edge UOL’s main challenges was identifying the best solutions to foster an agile culture of Continuous Improvement and Value Delivery in financial institutions within the banking segment.

How we solved it

• We requisitioned key ITSM processes, such as incident management, crisis management, service review, problem management, and change management.
• All employees of the client, from IT to the business areas of the financial institution, were trained.
• Our consultants identified, through conversations and project mappings, ways to achieve operational excellence in the IT and business areas of banking sector clients.
• We based our approach on four key pillars that resulted in operational excellence: People, Processes, Tools, and Methodologies.
• Through a competent, dedicated team focused on proposing the best solutions tailored to the client’s structure and culture, we addressed the core processes in both IT and business areas across three hierarchical levels — strategic, tactical, and operational — ensuring transparency and collaboration throughout.

Key results

• 67% reduction in declared crises.
• 60% reduction in incident reopening rates.
• 25% reduction in the number of emergency changes.
• 50% optimization of the service catalog, translated into user-friendly language, and increased process maturity from Level 1 to Level 4 on average.
• In one specific banking client, 59 improvement opportunities were identified, and 45 recommendations were mapped.

Our differentiators

• Proven excellence certified by ISOs 20,000, 9,001, and 27,000, as well as ISAE and PCI recognitions.
• Application of leading methodologies in Technology and Management, such as Management 3.0, ITIL, Lean, COBIT, Scrum, and Kanban, among others, ensuring the implementation of best practices for optimal solutions.
• Use of top-tier tools for project control and ticket management, delivering reliability, transparency in actions, and flexibility in the execution of all processes.