The corporate and investment banking unit outsources end-user technology support to boost efficiency.
Itaú BBA announced a service desk contract with IBM Brasil to roll out a new technology environment based on a customer service management system.
The corporate and investment banking arm of Itaú Unibanco adopted the centralized support solution to handle its critical technology infrastructure. The bank sought immediate problem resolution and stronger information technology governance, as high system availability and employee productivity drive operational and financial efficiency.
The agreement establishes service level agreements tailored to business demands, prioritizes ongoing process improvements, and generates data for strategic decisions. Itaú BBA reported early gains from the partnership, including higher end-user productivity and shorter waiting times for issue resolution across both remote support and on-site field service.
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