The challenge Preparations for implementation of a new IT Service Management toolset had highlighted a number of critical issues. Following a series of major acquisitions and mergers, in the company implemented a radical change to its business model. The goal was to develop rigorous, repeatable and standardised processes that ultimately would be rolled-out across the global IT support organisation and would generate improved performance.
Finally, eradicating process weakness would eliminate the risk of future service interruptions. These reviews revealed that Release Management needed a special independent focus and that the focus on Incident Management need to be expanded to encompass the entire end-to-end process, covering Event Management, Access Management, Knowledge Management and Request Fulfillment.
The first task was to sanitise a previous LEAN assessment — which provided minimal guidance on actions to redress issues or any improvement goals — and then to benchmark the maturity of each ITSM process against the ITIL framework. In parallel with the Process Improvement and Data Modelling projects, a communications and awareness programme was initiated to bring technology teams and the business closer together.
Simultaneously, the Quick Win project was kicked-off. Alongside aligning service to business needs, the new process infrastructure would help to satisfy regulatory requirements for IT governancesuch as Sarbanes-Oxley. To support this, Pink Elephant instigated a data modelling and mapping project to run alongside the master Process Improvement project.
The creation of a planned three-year TOP transformation operations processes programme would ultimately involve the consolidation of over data centers into just four mega data centers, as well as the migration from a regional model to a global service line.
Employing over 7, people worldwide, the IT organisation supports a myriad of retail and commercial banking operations that service millions of banking customers and clients around the globe.
The outcome In just three years, the company dramatically transformed the way it manages its IT operations. The assessment data on all service management processes, with the exception of Change Management, was then benchmarked against industry and peer performance.
To further enhance corporate awareness, a video was developed explaining why ITIL had been selected for a global framework and a stakeholder communication programme was put in place to keep senior managers up-to-speed with activities and benefits realised.
We turned to Pink Elephant to undertake a comprehensive analysis of our global environment.
Processes would be designed and built in one region which would lead the globalization of that process. The outcomes In just 10 months, the IT organisation regained command of its operational challenges.
Similar benefits are expected as the broader deployment of ITIL progresses in the coming months. An unacceptably high number of incidents were being categorised as Severity 1, hampering the ability of senior executives to focus on innovation as they struggled to manage a growing tide of operational issues.This case study of a Global banking company is based on a June survey of BMC Discovery customers by TechValidate, a 3rd-party research service.
The profiled company asked to have their name blinded to protect their confidentiality. The strength of Information Technology.
Infrastructure Library (ITIL) is the approach of integrating the An Implementation of ITIL Guidelines for IT Support Process in a Service Organization. of the case study, its organizational structure, main business.
services and client base. The data.
c. ollection. Case study to support the ITIL Managing across the Lifecycle Examination Background A bank specializes in banking services for individuals and companies.
including savings. The bank has already started selling and providing services in these markets. and telephone and online banking. to take the lead in these partnerships. ITIL and IT Service Management Case Studies. By providing ITIL service management learning programmes we have given many organisations the skills to deliver their services more efficiently to both internal and external customers.
Page Sections Page Sections. In this case study we show the ITSM process improvement programme which incorporated most of the ITIL® processes, and an upgrade of their ITSM tool set.
ITSM Process Improvement Case Study. accelerating the growth of its global retail and commercial banking business, delivering superlative customer service, and enhancing. Case Study - Bank Of killarney10mile.com ITIL Managing Across the Lifecycle (MALC) - Bank Case Study ITIL Managing Across the Lifecycle (MALC) - Bank Case Study 1.
ITIL - MANAGING ACROSS THE LIFECYCLE (MALC) Yuko Soma EXAM STUDY COBIT Case Study: IT Risk Management in a Bank This case study is a real-life example of using .Download