Challenges
Our client, a bank belonging to the world’s top ranked financial institutes, wanted to reduce costs by consolidating its back office activities within the Latin-American region. A large part of this major change program was the migration of Operations and IT data processing from several South American countries to
The new central IT organization faced the challenge to keep the operations on-going while ‘insourcing’ the back office activities against a rigid timeline. On top of this major challenge, cost reduction targets put additional pressure on the management’s agenda.
The management of IT already started with some ITIL initiatives to improve the service quality, with a CIO believing strongly in the contribution to his change agenda by using best practice standards. Nevertheless, their implementation of ITIL did not meet the promised benefits. Quint was asked to conduct an assessment in order to improve the effectiveness of their ITIL-program.
Solutions
Using a standardized assessment tool - the QuintQuest, concrete and relevant improvement areas were identified within only two weeks. Major adjustments were made based on the improvement proposals of this assessment. As a result, and despite the major additional challenges this organization is facing, the IT organization leaped from maturity level 1 to 2.5 within 1.5 years while the average duration to reach that level is three years.
Results
With this client, the use of an assessment tool which is based on the extensive implementation experience of Quint proved to be the key success factor to effectively improve the level of the ITIL-implementation.
