1 NameMatrix Number Francis YeeHT036029M George Goh Alex LimHT052467E Hoe Swee SimHT052560I Vijay

2 Outline Executive Summary Customer Expectation Reaction to XYZ Bank Events affecting IT Service Management IT Governance and Business Value Whats 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

3 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 worlds 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

4 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

5 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

6 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

7 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:

8 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

9 Whats ITIL and Why ITIL? Whats 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.

10 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 organizations 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

11 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

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

13 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

14 Interaction with business user group (2) –ICT Infrastructure Management –Security management –Application management => CMMI

15 Service measurement

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18 Q & A

19 Thank You