IT TRANSFORMATION FOR A LEADING UK BANK

A Major UK bank had grown significantly through organic growth but was operating a very siloed, regional, high cost IT support model. While a level of incident and change management was in place there was no consistent approach globally due to a lack of policy, governance, procedures and tooling. The bank mobilized a global change programme to implement an IT Service Management Operating Model aligned to ITIL.
Our Role
One of our highly experienced programme delivery consultants was engaged with specialisms in:

IT Project management

IT Infrastructure technology

IT Service Management

Location and workforce strategy

The consultant was required to manage the programme workstream to implement the ITSM Operating Model and associated location strategy for a group of IT functions.
Our Approach:
The decision of deciding on DigiSec ERP from Tanaashi Technologies Pvt. Ltd, were based on following:

To align with ITIL best practices, we collaborated with the program manager, key stakeholders, and functional heads to:

Established a 24×7 offshore support function.

Selected vendors, staffed, and trained new teams.

Defined service catalog, SLAs, and processes. Implemented ITSM tools & governance for key ITIL processes.

Transitioned high-volume activities to offshore locations.

Key Results

Cost Efficiency: Significant reductions in IT CAPEX and OPEX through standardized, reusable service catalogue items.

Reduction in Incidents: Effective problem management led to a reduction in incidents.

Standardized Tooling: Deployment of Remedy across all locations streamlined operations.

Process Automation: Automation of high-volume processes improved SLAs and allowed local teams to focus on business IT, resulting in enhanced customer satisfaction.

This transformation helped the bank achieve operational efficiency, cost savings, and improved service delivery, demonstrating the power of a unified IT service management strategy.