Customer Success Story IT Operations Management

Desjardins Group Leading Canadian financial group adopts best-practice business processes and significantly increases operations availability with Micro Focus® Service Management Automation.

Overview as needed and to deliver exceptional financial Desjardins Group, based in and products and services. Lévis, Canada, is the top finan- cial group in Canada. In order to normalize its Challenge mission-critical processes and compete ef- Micro Focus and Desjardins Transform fectively in the demanding financial industry, Financial Group for Future Growth Desjardins orchestrated a thorough corporate In a major corporate initiative, led by Monique transformation, utilizing Micro Focus Service At a Glance Leroux, chair of the board, Desjardins, Micro Manager software and Professional Services ■ Focus Professional Services Organization ■ Industry Organization. The Financial Group is now (PSO) worked closely with Desjardins’ senior poised to acquire and assimilate companies management, and IT staff to transform the ■ ■ Location Cooperative from the top down. With more than ten separate IT silos, and as many ways of Montreal and Lévis, Canada ■ “After Micro Focus helped us doing business, the Cooperative understood it ■ Challenge needed to undergo a large and highly complex normalize and adopt best-practice More than 10 IT silos, leading to 10+ sets of business processes, our quality corporate-wide IT transformation. The trans- standards, processes, and definitions formation is designed to improve governance ■ of service, across the board, and normalize processes, as well as standard- ■ Products and Services was tremendous. We experience ize, consolidate, and centralize its IT infrastruc- Service Management Automation significantly increased operations ture and resources. It was also crucial that ■ availability, greater efficiencies, Des­jardins emerge from this daunting transfor- ■ Results and improved productivity. mation with industry best-practices, calculated ++ Supported increased number of IT services to help maintain its unique and distinguishing with existing resources. Most importantly, we enhanced ++ Improved customer service and products cooperative customer culture, and further its our ability to responsively and through best-practices and normalized competitive reputation in the global financial processes. lucratively support both our industry. In charge of rolling out this ambitious ++ Reduced number of yearly IT incidents by internal and external members.” project within Desjardins, are Robert Ouellette, more than 30%. CIO, Chadi Habib, CTO, Nicolas Coulombe, TRUNG QUACH Vice-President Operation, and Trung Quach, Director IT Director IT. Desjardins Group Customer Success Story Desjardins Group

“Having to support 10+ sets of standards, multiple custom environments from Micro supports Self-Service Portal for all types of processes, and definitions was making it chal- Focus Service Manager 7.11 to the latest requests (support, IT services, etc.), and a lenging for our IT staff and resulted in lower Service Manager in order to manage the IT more robust interface (introducing web 2.0 efficiencies than were needed to increase infrastructure and new processes, while also technology). our competitive position,” recalls Quach. “Our consolidating the disparate IT environments. team was inundated with growing disconnects “Basically, Service Manager allows IT to effec- caused by non-standard ways of managing ev- Desjardins took the lead in phase one, analyz- tively administer our service lifecycles from eryday processes, such as incident and ticket ing and normalizing its new standard, business- end to end, which increases efficiency dramati- resolutions. Micro Focus PSO and Desjardins driven processes, but soon discovered that cally,” continues Quach. “IT staff is free to sup- became a finely tuned team, resulting in a suc- Micro Focus Professional Services had a great port business-critical quality improvements cessful and complex corporate transforma- deal of expertise to add to the project. What en- designed to increase our competitiveness and tion. We’re now the Cooperative we want to be sued, according to Quach, was a very effective make happier customers. We can channel all going into the future.” two-way collaboration and knowledge transfer. this newfound energy and efficiency into -ex panding and building the business.” In order to accomplish its ambitious transfor- “We hired Micro Focus specifically to guide us mation, Desjardins decided to seek out and on developing the best business-case pro- Building the Business through engage a provider with a deep experiential cesses and standards possible—and then we Acquisition Agility knowledge-base, and carried out a thorough really listened,” says Quach. “Our onsite Micro As an example of how Desjardins can now evaluation of the major IT vendors. After the Focus staff worked with Desjardins upper focus on the art of business building, Quach dust had cleared, Micro Focus was selected. It management and IT staff daily to implement describes a recent acquisition, a strategy the was a choice that has paid off exponentially for this ambitious transformation. Micro Focus Financial Group utilizes for increasing its cus- Desjardins and, according to Quach, one that fosters a productive team synergy, which re- tomer services and products. Early this year, has led to a valued “virtual” partnership. sults in a very proactive, significant, and ongo- Desjardins initiated the purchase of State ing improvement in our business operations.” Farm Canada in a cooperative deal that will “Micro Focus Service Manager was the only make Desjardins the second-largest property software out there that delivered the required Results and casualty insurer in Canada. In addition, the functionality and we were impressed by the Benefits Abound Financial Group is buying ’s prop- depth of knowledge and real-world success Once corporate processes were normal- erty and casualty and life business, that Micro Focus Services had with similar ized, and the second phase of the migra- as well as its mutual fund, loan and living ben- contracts,” adds Quach. “We found that Micro tion to Micro Focus Service Manager was in efits portfolio. Focus is singular in its understanding of global- place, Desjardins began to tally up a large list scale business process and best practices. of instant benefits. The IT staff was able to “Prior to our Micro Focus-backed transfor- Their staff is indistinguishable from Desjardins improve availability dramatically and mitigate mation and standardization, integrating State employees, they’re onsite, and they are very Desjardins’ risk exposure. The IT department Farm Canada and its network of 1,700 employ- proactive and responsible.” can now comply and maintain quality prac- ees would have been a nightmare,” emphasizes tices and regulatory requirements in an easily Quach. “One of Desjardins’ strategic objectives Solution managed environment, while providing critical is to expand insurance distribution across the First the Process, Then the Tools visibility to senior management. Desjardins is country and develop business opportunities The business transformation and process seeing significant bottom-line operation effi- with mutual and cooperative organizations. It normalization, and the IT standardization and ciency and agility gains, and can now support is such a pleasure to know that assimilating consolidation took place in two phases. The a notably increased number of IT services with new companies is now a straightforward and first step was to create and establish best- existing resources. efficient process. We can really focus on our practice business processes, in accordance critical business strategies.” with those published by the IT Infrastructure In addition to improved performance, the new Library (ITIL). The second phase was migrating version of Micro Focus Service Manager also

2 “Micro Focus Service Manager was the only software out there that delivered the required functionality and we were impressed by the depth of knowledge and real-world success that Micro Focus Services had with similar contracts.”

TRUNG QUACH Director IT Desjardins Group Contact us at: www.microfocus.com

Micro Focus Lends More Than a Hand Desjardins is now positioned to accomplish legs, they give us dedicated expertise and loyal As mentioned, prior to the corporate trans- its full potential. It’s good for a Financial Group teamwork.­ I can’t imagine how we managed our formation, the Desjardins IT team spent many to dream. But it’s even better to have a way to IT environment before our Micro Focus- aided unnecessary hours trying to manually track carry out those dreams. corporate transformation. We now have the and correlate incidents, recent fixes, sched- resources to deliver excellent customer ser- uled changes, upgrades and customer issues. “It’s almost incomprehensible to consider run- vice and increased IT value. Basically, I just can’t Currently, the number of yearly IT incidents is ning Desjardins without our new best- practice imagine doing my job without our Micro Focus reduced by more than 30%. governance guidelines,” concludes Quach. partnership.” “Micro Focus gives us more than arms and

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