Interview with Cristian Paun (Head of IT Operations, Procurement and Global Integration for Lombard International Assurance) to discuss the collaboration between Anidris and Lombard International Assurance.

What kind of business do you run? What are your goals as a business?

Lombard International Assurance operates in a special niche, providing life insurance services for high net worth individuals and their families. These individuals often have an international lifestyle and distinctive wealth planning needs and our expertise must match those needs on every level of the business.

We are a global leader in wealth structuring using life insurance and our ambition is to grow the business further. To achieve this, the technologies we use must support our development perfectly and be as flexible as our service to the end client.

 

What challenges were you facing and what motivated you to solve them?

Many companies are facing similar challenges at the face of increasing regulation and changes in taxation. As needs of the business are getting more demanding, IT must provide services faster than before. This means either engaging more resources or finding a smarter way of working.

Therefore, technology and automation play a crucial role. My vision is to have a self-healing infrastructure. It means that if, for example, during the night, our monitoring system detects an alert, it can also take action to solve it without human interaction. Let’s say there is no more disk space on a critical server. The monitoring system will automatically trigger an alert, which creates a ticket in ServiceNow, our central IT platform. ServiceNow then analyses the error and automatically takes action. In this case, it would make a command to extend the disk. After completion, the ticket is closed and a report of the incident is sent via email. This is my vision and it motivates me to find ways to work smarter.

 

Why did you choose Anidris Services over the competition?

My aim is to simplify the internal infrastructure of our IT services. As Head of Procurement, I have implemented strategic partnerships with key vendors that are able to support us in this journey. Anidris was one of the providers that understood our way of working, our business requirements and our future vision. They were able to deliver a good combination of cost efficiency, speed of delivery and quality of services.

 

How do you use ServiceNow and combine it with your way of working?

We don’t yet have a self-healing infrastructure, but this is where we are going. We implemented ITIL (Information Technology Infrastructure Library) processes and use ServiceNow to support all of them (incident and problem reporting, change requests and requests from the users, etc.). We are also making use of the automation features that ServiceNow offers, which include a self-help portal for end-users, password resetting and automatic reports. The system also provides a dashboard, which we use to work more efficiently (e.g. we can analyse the top 5 request and automate them). We have also implemented a 3-step HR processes with the help of ServiceNow in which on-boarding, off-boarding and change of role are all just a click away from the HR admins.

 

What have you learned from working with Anidris Services?

During my career, I have worked with many different companies in an international context. I have learned a lot along the way and Anidris was no exception. Working with this company, agile and customer oriented, showed me what we could achieve with right technology in place.

 

What would you say to other businesses facing the same challenges as you did?

Be bold when searching for ideas, people and technologies. The solutions are there, you just need to find the best one that fits your company’s needs and vision. I think it is good to talk with people that have implemented such tools and learn from them. I would be happy to share my experiences and knowledge with anyone seeking advice on how to leverage different technologies in a multi-national context.


Publié le 11 janvier 2018