The London-based investment bank installed software from Serena to help it track changes to its IT systems and comply with financial regulations.
But the immediate benefit was in showing which departments were driving change requests to the bank's 200-plus applications. The software revealed that almost 75% of the 150 requests to change its IT systems each month were coming from IT staff rather than end-users.
This made it difficult to distinguish which changes were being driven by a real business need. It also made it difficult to calculate the cost of IT staff's time in responding to requests from users.
After educating users about procedures for changing IT systems, 75% of requests now come directly from a business unit. Just 25% come from IT personnel, and these are limited to upgrades and minor maintenance.
The Serena Change Management software automatically captures changes made to IT systems. Before its introduction IT staff had to spend time recording changes to IT systems, distracting them from more important work.
The software also includes controls to ensure that only authorised staff are allowed to make changes to IT systems.
This will help Mitsubishi comply with corporate governance regulations such as Sarbanes-Oxley, which require companies to show that they have adequate control over changes made to IT systems.
Companies also have to give auditors easy access to reams of corporate data for compliance.
"The increased emphasis on regulation will require auditors to be more intrusive," said Mitsubishi associate director Mike Collins.
"While this is important, it can be very time-consuming to support. With Serena's change management system we expect to significantly reduce the amount of time required for the IT staff to support an audit."