ITSM Case Study of a Financial Services Technology Provider


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A financial technology solutions provider has been experiencing tremendous growth, spurring the number of departments, systems, and services to support it. The organization has deployed or designed many best practice IT processes, but has a challenge maintaining the processes due to a highly aggressive delivery culture. To help define an ITSM approach for the company, representatives of the Infrastructure and Shared Services group conducted a one-week workshop to help define the ITSM strategy.

Summary & Success

  • Production of a complete service catalogue within the workshop itself.
  • Commitment to hire a Service Management Specialist.
  • Decision to establish an ITSM steering committee.
  • Delivery of a long-term ITSM roadmap.

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