Overview One of Italy’s largest banking corporations, Intesa Sanpaolo was founded in 2007 as a joint venture of Banca Intesa and Sanpaolo IMI and employs around 96,000 people. Challenge One of Italy’s largest banks, Intesa Sanpaolo has built its success on offering secure and trusted service to millions of customers. The bank must ensure that customers have easy, reliable access to the services they require at all times—or risk losing out on valuable business. Paolo Bonandin, Manager of Critical Services at Intesa Sanpaolo, said, “We were success- fully delivering a high level of customer satis- faction. However, at times, when clients called our helpdesk to report service interruptions or transaction errors, we found it quite difficult and time-consuming to pinpoint the cau

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