The CDESK solution tailored

to UNION

About the company

Union poisťovňa is a major insurer in the field of travel insurance, a pioneer of individual health insurance and online insurance. It was founded in 1992 and since 1997 has been a subsidiary of the largest Dutch insurance group, Achmea. It holds a strong position in selected segments of non-life insurance, as well as a solid portfolio of life and individual health insurance. In cooperation with its sister company Union zdravotná poisťovňa, a. s., Union poisťovňa offers comprehensive solutions in ensuring health care for individual clients.

Goal

Given the size of the IT operation, the aim was maximum automation of request management. The introduction of ITIL processes, particularly for Incident Management and Request Fulfilment, through Release, Change and Deployment Management, including other supporting processes such as Service Level Management, User and Configuration Management. One of the requirements was measuring defined KPIs to optimise individual processes. First it was necessary to cover the processes of the insurer’s core systems, and the solution was to be gradually expanded. The goal was a satisfied internal customer who would know what services information technology provides and at what quality.  

„CDESK enabled us to monitor and check the delivery of our suppliers’ services, to plan outages or change deployments. Today we are able to track process efficiency and the utilisation of people. It must be said, however, that we sometimes already run into development limitations caused by the architecture of the solution itself (even though it is largely developed according to Union’s ongoing requirements), where changes require considerable time and financial costs.“

Erich Hatalčík