Case Study - PSCU Financial Services
As a cooperative, PSCU Financial Services supports 1,100 financial institutions
and is owned by 500+ member credit unions representing over 11 million accounts.
Its Contact Centers handles more than 12 million inquiries a year. PSCU Financial
Services maintains its headquarters and Eastern operations center in St. Petersburg,
Florida. The company is also supported by a West Coast operations center based in
Phoenix, Arizona and additional call center operations in Michigan. Established
in 1977, the company provides a broad array of cost-effective, high quality financial
services that include credit, signature and PIN debit, ATM, prepaid, bill payment,
lending and contact center solutions.
With a heterogeneous network comprised of over 425 servers, frequent changes to
the IT environment are inevitable. Prior to deploying a change management solution,
PSCU Financial Service’s approach to the outages caused by unplanned or unauthorized
change to the IT environment was “find it and fix it” - and then the problem was
As the company continued to grow, it became obvious to the IT organization that
they had to become more efficient in managing their changes. And as a financial
services organization, they had the additional corporate commitment to achieve PCI
(Payment Card Industry) compliance.
The SunView Software Solution
OPSCU Financial Services decided it was time to implement a change management system.
Because they had recently chosen to adopt ITIL best practices, they narrowed their
scope to vendors that adhered to the ITIL framework. After investigating a number
of change management products, it quickly became clear that ChangeGear™ Change Management
from SunView Software was the best fit for the company.
From the beginning, choosing ChangeGear was the right decision. According to Steve
Lattman, Director of Enterprise Systems at PSCU Financial Services, “Our ChangeGear
deployment was highly successful and remarkably easy, and the support team at SunView
provided us outstanding support throughout the process.”
“Our biggest challenge going into this project was defining our change management
process,” said Steve. According to Steve, the other component critical to the success
of the project was having insight into every stage of the process - from change
requests to change approvals to when the changes are officially closed - and the
ability to easily generate detailed reports on this activity.
Using ChangeGear, PSCU Financial Services has automated the creation, tracking and
approval of change requests, which is an improvement over the company’s previous
ad-hoc and often inconsistent change practices. As a result, IT is now more efficient,
PCI audits are easier and faster, and the organization as a whole benefits from
fewer IT service interruptions.
With ChangeGear Change Management, the IT staff at PSCU Financial Services also
has a much clearer understanding of the way changes affect their IT infrastructure.
“With ChangeGear we now have total visibility into our change activities. This visibility
enables us to identify key performance indicators that help us quickly spot trends
so the IT staff can take the necessary action to correct the situation,” commented
And the results are impressive. Since deploying ChangeGear, Steve estimates that
the PCI compliance audit reports that once required over 10 hours of time to produce,
now take less than 3 hours - and that time continues to decrease as they continue
to optimize their change process. “ChangeGear has been incredibly beneficial to
our organization,” continued Steve. “It has met and exceeded our change management