IT Service Management Project

In this project, has been analyzed the use scase scenario of a Bank that accomplish some acquisitions of other financial institutions overseas.

Applying ITSM concept, we analyzed respective CSF (Critical Successful Factors) and for each of them individuate some KPIs (Key Performance Indicator) thus to support and accomplish business vision.

PDF

Chapters:

1. Organisational Mission and Goals
   • Mission
   • Goals
2. Critical Success Factors
3. Customer Partnership
   • Time To Market
     • Average Lead Time for Change to Production
   • Performance To Contract
     • SLA Compliance Rate
     • Mean time for restoring service
4. Process Factory
   • Standardization
     • Standardization Compliance Rate
   • Waste
     • Repeated Incident rate
     • Rework rate
5. Continuous Improvement
   • Service Costs
     • IT Service cost per service
   • Backlog
     • Priority distribution
     • Task completed from last report

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ITSM - project notes

Bank operating in B2B/B2C.

• services both via telephone, online and
  • Services like: loaning, credit cards, savings -->> INVESTMENTS?? (new opportunity? since hopes to deliver more innovative online products)
• other bank oversea has been acquired, work closely with partners
  • To support this strategy the bank has made a significant financial investment and commitment in terms of professional banking staff and organizational support in these areas.

Bank Services

Critical: both to the bank's business operation and to support the bank's customers

• banking services for customers (both B2B/B2C, eg homebanking, ) ==> SLA
• third party sales supports services
  • Indipendent advisors == partners
• rate change ==> PESTLE (political economic, etc. ) since these can influcence a lot

less critical: marketing, statement production

Organization

5 bank division

1. retail banking service --> usual bank
2. customer delivery --> ATM, and customer care
3. industry partnership --> ATM providers, foreign exchange, credit card companies
4. financial products division --> insurance offering & investments (stock maket)???
5. Global banking division - a division into which the recently-acquired overseas banks report until they are integrated into the bank's operations.??? WTF IT DOES?

• Marketing division
• Shared division: IT, HR and facilities
• security: both data and physical
  • It is also responsible for the bank's global risk management policy.

The chief information officer (CIO) used to report to the chief financial officer (CFO), but now they both report to the CEO via the shared services divisional director. This change happened a year ago when the shared services division was formed.

Vision & Strategy

• focused on expansion, in 18month

targers:

• to have a customer base (in reatail) of 10% (now 7%)
• increase income from online banking by 70%
• increase customer outside the HQ country by 50%
• to achieve 5% increase by corporate profit

Risks and challenges

• Language and time-zone concerns, as the bank acquires and partners with companies in other countries
• Cultural and organizational issues: IT services between the different countries and acquired companies

All banking services and marketing, need to relay on the ability to monitor current performance and predict future demand

• depending on accuracy of management information and underpinning IT services
  • recently there have been issue with integration of management information across Business Unit
• A lot of legislation that has to be accomplished + code of conduct (drafted by HQ)

risk management:

• operational risk on online services + security breach
• IT Hardware maintenance, within HQ country.
  • supplier which was not profitable in the last financial year. -->> WTF???

IT

1. it strategy (planning, financial)
2. app unit
3. operations management: service desk, incidents, IT infrastructure
4. service implementation & change management team
5. service quality

IT infrastructure

• virtual first: all new services will be virtual unless the application require physical
• has its own data servers + VPN to connect worldwide

ITSM

• service portfolio not maintained; relevant business info are maintaine by change request records

• limited financial info is know as to deliver cost of individual IT Service and usage by each customer

• service design

  • apps are acquired by third part, and then customized internally (app unit)
  • so collaborate w/ third party supplier
  • 60% delivered by short-term contract staff, working in app unit

• SLA during contract

• remote backup site to deliver continuity of critical IT service

• difficult service transition of new and changed IT service

  • changes pass thru the IT department that delier the IT service without involve anymore internal customer

Changes are well-managed but no formal change evaluatin process to provide support for the evaluation of significant changes

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