2. Sam Cox
Senior Consultant (UXC Consulting)
ITIL v3 Expert, Prince2, COBIT
• More than 10 years in banking
• 8+ years in IT Service
Management
• 2 major technology mergers
• 3 large scale IT projects
• ITIL process rollouts and
continual service improvements
ITIL® is a registered trade mark of the Cabinet Office
3. • Complex technology environments
• Delivery pressure – faster, better, cheaper
• Production integration and stability
Service Transition Challenges…
4. Evolution of Banking & Technology
3 AD
First Bank
started in
Persia
9 AD
Cheques are
used to assist
trade between
China and Arabia
1920
Merchant
charge cards
appear
1940
Retail credit
cards
1967
Barclays deploy
first Automated
Teller Machine
1977
First SWIFT
Interbank
message
1994
Standard Federal
Credit Union first to
offer Internet
Banking
1999
First online WAP
Mobile Phone
Banking appears
1766
First Mortgage
1987
First widespread
electronic
trading system
Secure
Compliant
Resilient
Scalable
Available
1156
First foreign
exchange
contract
First central
bank in Holland
1668 1989
24 hour
telephone
banking
5. 306
Billion
Number of
Credit Cards in
the world
Number of
mobile phone
banking users
2.2
Million
Number of
ATM’s in the
world
Number of
PayPal
transactions
per day
2010 Global
volume of
payment
transactions
400
Million
5
Billion
Paying with
Smartphone
expected to outpace
credit cards in the
future
Expected to look
like an ipad with
Skype in the
future
Expected to
double in next 4
years
Double digit
growth expected
year on year in
Asia
> 5
Million
30% growth
expected each
year
Innovation & Growth
6. Build the Bank Run the Bank
ProductionProject
Code &
Commission
Resources &
Timeframes
DeploymentBudget
Project
Initiation
Require-
ments
Project
Planning
Design Build Test Implement PIR
Business provides
requirements
Architecture
Release Mgt
Change Mgt
Incident Mgt
IT Organisation
Business User
Acceptance
Support
Project Delivery
App Infra
PMO
App Infra
Support
ITIL® is a registered trade mark of the Cabinet Office
7. 3 Common Issues
• Focus on functional requirements
• Change Management unable to push back
• Support teams busy fighting fires
11. Getting the Balance Right
ProductionProject
Project
Initiation
Require-
ments
Project
Planning
Design Build Test Implement PIR
• Dedicated resources to work with projects
• Ensure they add value
• Define the engagement points (guide, provide, check)
Operability & supportability
Validation
Deployment
Funding
Support
12. 5 Pillars of Service Transition
Support Model
Deployment
Infrastructure
Application
Project Plan
SLR’s / SLA’s
Training Plan
Resourcing model
Release approach
Transition Plan
Early Life Support
Failure Analysis
Operations Tools
Supportability
Bank standards
Test strategy
Access Control
Time
Cost
Quality
13. Hints and Tips
• Use previous experience to identify errors in the Service
Design
• Set Service Transition KPI’s to encourage transparency
• Early engagement doesn’t mean you will have all the
answers day one in a neat package
• Recognise project lifecycles typically are not like a diagram in
a book
• No amount of process will remove the need for stakeholder
management
14. The Final Word…
• The later in the lifecycle an error is detected, the higher the
cost of rectification
• Technology complexity will likely increase in the future. Deal
with it
• Services only deliver profit when in production