Principality Building Society is using software to reduce the time taken to complete IT tasks by automating manual processes.
The project has reduced the need for the second line IT support to get involved in many requests made by the business.
Using NetIQ's Ageis software as a platform Wales's largest building society is automating IT requests and even creating services where users can complete tasks themselves.
The company, which has 1,000 employees, said the software replaces manual processes.
Dave Mills, head of IT services, said many tasks that could easily be dealt with by first line support were being escalated to the second line, which he said is "inefficient".
The system is being used to help users solve their own IT issues. Every month the IT department changes 120 passwords, which is a mundane task that does not actually require specialist IT support.
"This was creating call to our service desk but using Ageis software we are setting up a self service," said Mills.
"This not only helps us to improve IT operations efficiencies, but enables us to reallocate skills, time and resources toward more strategic areas where we can really add value," said Marc Jones, IT infrastructure support manager at Principality.