Challenges
The IT organization of a Dutch bank decided to investigate in professionalizing its service provisioning. Control on projects and processes had to be enhanced because the organization wanted to provide highly reliable and secure systems and flexible IT solutions. This supported the realization of the bank’s new strategy to innovate faster than its competitors, by facilitating a short time to market of new IT functionality.
Solutions
Quint was requested to assess and benchmark the IT organization on the basis of the IPW Stages Model. The results of the study clearly indicated the substantial improvement in the maturity of ITIL processes over the last 3 years, but also pointed out that in a few areas the organization was not yet in operational control. Quint made concrete recommendations to secure the process-oriented way of working - to integrate process control and to increase the involvement of the bank’s business units and the suppliers in the ITIL processes.
Results
Management was able to reward employees for the demonstrated progress made and decided to invest further in professionalizing the organization by increasing the maturity of operational ITIL processes and the implementation of specific tactical ITIL processes.
