StepShot for documenting procedures within Bank IT Operations

The Problem

To support its operations, Société Générale Johannesburg Branch uses lots of home-grown software. The software is usually provided without built-in documentation, because it’s being constantly updated.

The Challange

Most documents in the organization are living documents, because the processes are constantly being updated. Banks employees were documenting business procedures on their own and all outputs looked differently.

The Solution

The possibility to create corporate templates in StepShot enabled the bank to standardize the way how manuals look in the company now. After articles are created, these are exported as HTML files and uploaded to the bank’s intranet file servers.

EASE OF USE, STANDARDIZATION, CONFIDENCE THAT NO SINGLE STEP IS MISSED

Times Improvment

Minutes On 50-steps guide

StepShot became an essential tool for IT Operations department. Screenshot-based how-to guides are now created at least 10 times faster. What took us 4 hours before, we can do now in 15 minutes with StepShot.

Rudi O’Kelly

IT Manager at Societe Generale

Standardizing documentation for home-grown banking software

Société Générale S.A. (SGSA) is a French multinational banking and financial services company headquartered in Paris. It’s one of the largest banks both in France and Europe.

Executive Summary

To support its operations, Société Générale Johannesburg Branch uses lots of home-grown software. The software is usually provided without built-in documentation, because it’s being constantly updated. StepShot is used at SGJ on a daily basis. It helps to achieve the same look-and-feel for documentation and also takes almost no time to capture subject matter experts’ knowledge.

The Challanges

Most documents in the organization are living documents, because the processes are constantly being updated.

One of the bank goals, set 2 years ago, was data standardization. Its IT Operations employees were documenting business procedures on their own and all outputs looked differently. Personnel was experimenting with technical writing and different tools, but all this along with document styling took lots of time.

Documentation was mostly written as text with some illustrations. And there always was a place for ambiguity when interpreting these textual descriptions. It was especially critical when IT operation representatives had to support customers over the phone. A lot of such support calls were longer as a result or failed to resolve customers’ issues due to poor documentation process

How Product Helped

The possibility to create corporate templates in StepShot enabled the bank IT Operations to standardize the way how manuals look in the company now. After articles are created, these are exported as HTML files and uploaded to the bank’s intranet file servers. IT specialists reference them in SysAid, the bank internal ticketing system, and thus make sure all have the access to the knowledge base. Besides, styled Word and PDF instructions are hosted within the corporate SharePoint server.

Compared to other alternatives (like OS capturing functionality, Windows Snipping and Clarify-it tools), StepShot is able to capture all the steps of the workflow without interruptions and the author of the guide can be sure all the screenshots are in place. This is especially important within a workflow-driven software – usually there is no option to go one step back and re-capture a screenshot. The only thing left is to re-execute the procedure from scratch.

Additionally, StepShot helps Societe Generale in the process of verifying home-grown software before it goes to production. StepShot captures test cases while software is hosted on staging environment and thus makes sure it is verified against requirements before it goes live.