The Applicability of IT Service Management
and the IT Infrastructure Library (ITIL)
to Financial Services

Agenda
Technology Management
Conference
• ITIL and ITSM Overview
• Panel Discussion
Ralph Quartiano
Jacob Granek
Executive Director
Managing Director
Morgan Stanley
Depository Trust & Clearing Corporation
Karl Bietsch
Christopher Lord
EVP & Co-founder
Vice President – IT Service Management
Consulting-Portal
Depository Trust & Clearing Corporation
Jim Jankowski
Director Technology Services
The Bank of New York
6/25/2007
2

IT Service Management
Technology Management
Conference
Does IT and the Business see things “eye to eye”?
6/25/2007
3

ITSM is Service Focused
Technology Management
Conference
6/25/2007
4

ITSM Decomposes Services
Technology Management
Conference
Customer view
Business Processes
Technology
Network Servers Application Software
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5

ITIL Underpins IT Service Management
Technology Management
Conference
• A set of books
• A framework of best practices
• An approach
• Service provision
• The “What”, not the “How”
• Public domain
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ITIL Background
Technology Management
Conference
• First Published in 1989
• UK government’s Central Computer & Telecommunication
Agency (CCTA) now part of the Office of Government
Commerce (OGC)
• Originally, intended to be used by the British government to
improve Service Management
• Public domain, though materials are copyright of the Crown
• Large following in Europe, adoption skyrocketing in North
America
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The ITIL Processes
Technology Management
Conference
Identifying, controlling and
Maintain and improve IT
Configuration Service
verifying IT components and their
service quality, through a
Management Level
inter-relationships. Provides Management
constant cycle of agreeing,
information key to the other
monitoring and reporting on
processes.
IT service achievements
Focusing on the quick Providing the sustained level
Incident Availability
restoration of service minimizing of Availability required by the
Management Management
SERVICE DELIVERY
SERVICE SUPPORT
the impact to the business. business in a cost effective
manner
Service
Desk
Getting to the root cause of Ensuring that the Capacity
Problem incidents and ensuring that Capacity and Management
Management
permanent solutions are Performance needs of the
deployed to prevent business are being met
reoccurrence
Ensuring that the necessary IT ITService
Minimizing the impact of
Change Continuity
services can be recovered
change on the business
Management Management
within agreed business
through standardized
timescales
methods
Financial
Cost-effective control and
Deployment of packaged Management
management of the IT
Release for
changes reducing the impact
assets and the financial
Management ITServices
of frequent one-off change
resources used in
implementations
delivering IT services
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Growth of ITIL
Technology Management
Conference
Other Key Indicators
100000 • Corporate Recruiting
80000
• University programs
Service Manager
60000 Practitioner
• RFP Requirements
Foundation
40000 Total
• Regulatory Audits
20000
• ISO20000 certification
0
2000 2001 2002 2003 2004 2005
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ITIL Version 3
Technology Management
Conference
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Who is Using ITIL
Technology Management
Conference
• Financial Services • Government
– Bank of Montreal – Federal Government
– Bank of New York – Provincial and State
Governments
– Barclay Bank
– Government contractors
– CIBC
– Depository Trust and Clearing
Corp.
– Fidelity Investments • Vendors
– Morgan Stanley – CA
– NYSE Group – BMC
– RBC Financial Services – HP
– IBM
• Numerous Commercial – Outsourcing Organizations
Enterprises – Consulting Organizations
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ITIL Certification
Technology Management
Conference
Foundation Specialist
Practitioner of IT Service
Practitioner of IT Service
Management
Management
ITIL IT Service
ITIL IT Service
Management
Management
Manager of IT Service
Manager of IT Service
Management
Management
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Why is ITSM Important?
Technology Management
Conference
Common Approach and Language
Me
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Co rov
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