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Name Matrix NumberFrancis Yee HT036029M

George Goh

Alex Lim HT052467E

Hoe Swee Sim HT052560I

Vijay

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Outline• Executive Summary• Customer Expectation• Reaction to XYZ Bank• Events affecting IT Service Management• IT Governance and Business Value• What’s ITIL and Why ITIL?• How IT Service Delivery is organized?• Interaction with business user group in XYZ Bank• Service Measurement• Business Challenges• Improvement Plan to IT Service Delivery• Q & A

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Executive Summary• Executive Summary

• Background– XYZ bank is a global bank operating globally with multiple

business units including investment banking, retail banking, credit card, mortgage lending and wealth management

– XYZ bank has over $244 billion in asset under management and global investors

– XYZ is one of the leading provider of global services to over 20 million customers

– Voted one of the world’s largest bank in April 2005

• XYZ Vision– Emerge as the global leading bank – Provide customers the convenience of one-stop shopping

for all financial services – Strengthen the Group's capital base expansion and raise

our operations and technology to the best of world standards

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Customer Expectation• Why invest in XYZ bank instead of other giant bank like Bank of

America?

- Expect better revenue and earnings growth

• Better Relationship - Enrich customer data and allow XYZ bank to proactively manage their relationships with customers

• Excellent Customer Service

- Technologies, the convenience of internet has increased competition among financial service expectation

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Reaction to XYZ bank• Deploy ITIL and ITSM Best Practice more effectively even as

budgets are reduced

• Ensure the long-term commitment and satisfaction of your employees

• Improve the security of your system and your e-business procedures

• Employ the most suitable software and people for driving your programme forward

• Extend ITSM Best Practice to other IT functions to delight your customers

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Events affecting IT service management– Trend in service growth (or shrinkage)

– Business Change e.g change in strategy / promotions

– Development Change e.g new functionality

– Changes in Customer / Client Behaviour

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IT Governance and Business Value (1)– IT Governance ensures that IT always delivers business

value in terms of IT applications and services to meet business demand. It addresses the following issues:

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IT Governance and Business Value (2)– COBIT framework offers a set of control objectives in 4 IT

Process Domains:– Planning and Organization– Acquisition and Implementation– Delivery and Support and– Monitoring and Evaluation

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What’s ITIL and Why ITIL?What’s ITIL? The IT Infrastructure Library (ITIL®) is an extensive library of best

practice guidance for the cost-effective management of high quality IT services

Why ITIL?– ITIL provides a systematic and professional approach to the

management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:

– Reduced costs; – Improved IT services through the use of proven best practice

processes; – Improved customer satisfaction through a more professional

approach to service delivery; – Standards and guidance; – Improved productivity; – Improved use of skills and experience; and – Improved delivery of third party services through the specification

of ITIL or ISO 0000 as the standard for service delivery in services procurements.

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How IT service delivery is organized? (1) – ITIL as an ITSM framework can enable XYZ bank to achieve 3

objectives:

- Establish proven best practice IT service management processes to manage IT from a business perspective and achieve business goals, including that of compliance

- Put in place clear process goals, based on the organization’s business goals, and provide a means of measuring progress against them

- Ensure effective IT governance and control at the process level, and enable IT to demonstrate that it meets or exceeds the requirements set forth by government or external regulations

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How IT service delivery is organized? (2)– ITIL consists of 7 sets of processes covering 7 different IT

areas:– Service Support– Service Delivery– Planning to implement service management– Information Communications Technology (ICT)– Infrastructure Management– Application Management– Applications Management– The Business Perspective– Security Management

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How IT service delivery is organized? (3)– ITIL Overview

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Interaction with business user group (1) – Service Management

- SLA definition in XYZ Bank- Availability management => 24 X 7 to support business

users- Capacity management- IT service continuity - Financial management

– Service Support- Configuration management- Service desk => customer service, call centre, production

support- Incident management => Problem start till resolution. If

problem is big, incident report is required

Incident Report_26-May-06.doc ...

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Interaction with business user group (2)– ICT Infrastructure Management

– Security management

– Application management => CMMI

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Service measurement

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Q & A

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Thank You