CASE STUDY
Large European Bank
Seeks to Leverage IT Service Management Process Maturity Improvement
CHALLENGE: This financial services group is one of the biggest banks in Europe with leading positions within corporate and institutional banking as well as retail banking and private banking. It is also the leading provider of life and pension products in the Nordic countries. To support their vision of being a great European bank, they are embarking on an interesting journey where a majority of focus and investments are placed on IT improvements and simplifications. Their IT core processes are based on the ITIL® framework, and they are seeking to align business and IT by product line and strengthening the central shared services processes by improving process maturity. A further major investment goes into developing and deploying a new payment platform. This platform will replace over time their existing mainframe-based local payment technology.
SOLUTION: IT Service Management (ITSM) is defined as key for management to take responsibility for a domain of defined services, coordinating with stakeholders across the value chain. One of the key objectives is to provide exceptional operational stability and efficiency, in order to meet and exceed customers’ expectations in a highly dynamic environment. The application portfolio is compiled from different multiple, decentralized managed service development areas and offered as a homogeneous set of services to the customer, all managed under the same set of ITSM processes.
• Over the last three years, Learning Tree has been a carefully vetted and selected partner for training of several hundred IT staff • Customized training on both ITIL Foundation and Intermediate levels • Learning Tree has worked closely with the key project directory as well as others within the their organization, in order to deliver multimodal blended learning options beyond just instructor-led training • This client is also keenly aware of the changes coming to ITIL from v3 to 4, and is looking to Learning Tree to help them navigate these changes to recognize the framework benefits and maintain their investment strategy
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