Equifax uses information and enabling technologies to provide customers with a variety of data and analytics solutions. Storage, access, security and maintenance of this information are managed by a sophisticated technical infrastructure. To provide performance levels that meet customer expectations as well as specific customer service agreements, Equifax leverages industry best practice frameworks to design, develop, deploy, monitor and measure IT Service Management processes. In order to assure this service delivery, for the Finance Case Study Equifax embarked on an ITIL compliance initiative with the help of the EPC.
Finance Case Study Results
The ITIL compliance initiative with the help of the EPC allowed for:
Process Performance Measurements
Leverage of key performance indicators, self-assessments (CMMI) and other benchmarks
Equifax moves beyond Tier One GSM by leveraging Run Book automation in conjunction with BPM
Leverage of its application inventory in the most optimal way to deploy adaptable services that are invoked through business process needs.
Implementation of a framework to provide real-time performance and availability of information.
Segmented Process Workflows
A hierarchical structure has made it easier for teams to understand how the process performs.
Allowing key decision makers to manage change from a holistic perspective.
+ years of services
million commercial entities
Delivering top services and timely products to global customers by connecting people, processes, and technology.
Equifax Inc., a household name in credit data, has been providing value-added information solutions to businesses and consumers for 108 years. With more than 6,900 employees, the company’s presence spans three continents and 14 countries in North America, Latin America and Europe. A global leader of information solutions, Equifax continues to embrace new technologies and best practices to drive innovation, and partner with its customers throughout their growth.
Standardize Processes and link People and Applications on a single platform
Equifax selected Interfacing Technologies Corporation’s EPC in 2006 as its primary process development and repository tool. Initial focus areas include ITSM processes and other BAU operational processes.
ITIL® deployment required a process mapping tool that went beyond simple flowchart design. Given GSM requirements, a more holistic platform was needed to capture process information with enough detail to create a realistic process model. At the same time, the tool had to remain accessible to the project team, allowing for dynamic process updates and organizational mapping.
The EPC offered Equifax the right framework to manage processes and standardize them according to the ITIL® standards. Process information was made accessible and teamwork/knowledge sharing was encouraged due to the EPC’s multi-user environment. Full dynamic process and organizational modeling allowed for the generation of powerful swimlane process views without the need for maintenance. This made it easy to perform a gap analysis according to ITIL® standards. Best of all, ITIL® processes came fully mapped with the EPC, eliminating the need for Equifax to map ITIL® processes in-house. This saved Equifax valuable time and money.
In phase I of the GSM program, eight new Equifax processes were mapped in the EPC. Today, Equifax has four ITSM processes built inside the EPC with several supporting processes mapped.
The EPC follows Equifax’s process design methodology, making the build cycle logical and comprehensive. Organization mapping has helped Equifax define the appropriate COE responsibilities required to implement such an ambitious program. Attaching non-human resources to specific activities has provided Equifax with a deeper understanding of the technology hooks associated with the process.
Creating an agile culture for managing change
The EPC enabled Equifax to understand its process gaps between current state and to-be, making the pathway toward ITIL® certification easier and allowing key decision makers to manage change from a holistic perspective. Leveraging the EPC, Equifax was able to respond quickly in making changes to process maps, allowing for effective implementations of IT controls based on the ITIL® framework.
The EPC provides process architects and SMEs with the framework to be more accurate in mapping sequential activities.
The EPC is a self-contained process development tool that has increased the speed with which processes can be mapped and written.
Segmenting process workflows into a hierarchical structure has made it easier for teams to understand how the process performs.
Once they populated the simulation tool with resource and financial data, Equifax was positioned to improve process efficiency and ensure that key performance metrics were achieved.
Faster execution and time to market, delivered by process-driven applications and services.
With standardized processes that can be easily changed to meet market demands and new strategic directions, Equifax is now ready to move to the next level of execution:
- Process performance measurements to leverage key performance indicators, self-assessments (CMMI) and other benchmarks.
- As Equifax moves beyond Tier One GSM, it can leverage Run Book Automation in conjunction with BPM to automate certain Standard Operating Procedures (SOP’s).
- Service-Oriented Architecture (SOA): By implementing SOA, Equifax will be able to leverage its application inventory in the most optimal way to deploy adaptable services that are invoked through business process needs.
- Implement a Business Service Management (BSM) framework to provide real-time performance and availability information.