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Technology – IT Service Management

Within the Information Services industry, solid IT Service Management (ITSM) is a widely recognised capability that assists an organisation to maximise the quality of its IT Services in the most efficient and cost effective way. Frazer Walker helped our client, an Australian Bank to undertake an independent ITSM health check assessment

Using one of the most widely recognised frameworks for improving IT Service Management – the Information Technology Information Library (ITIL), the current state assessment reviewed key processes, identified gaps and recommended pragmatic changes to improve the quality, timeliness and responsiveness of services around the core banking platform

The Challenge

To identify service gaps and recommend ‘lite’ touch changes to improve the quality and efficiency of essential services for supporting the organisation’s core banking platform

The main benefits of ITSM are to qualitatively improve services delivered. This can include cost avoidance which is often hard to quantify. Another key challenge was to present the case for action succinctly so the client was aware of why the investment in ITSM makes sense

Our Work

Our independence, knowledge and expertise in IT Service Management and implementing improvement programs led the client to engage Frazer Walker to conduct the review, present findings and work with the client on a program of improvement

The Outcome

Frazer Walker successfully produced both a summarised and detailed review of current and future IT Service Management processes. This included a thorough gap analysis, a review of the current contract with recommendations for inclusion in the next negotiation, as well as recommendations on how to invigorate services. It enabled the client to prioritise which services to focus on improving to deliver benefits over a multi-year time horizon

To achieve the client’s goals, Frazer Walker:

  • Conducted in-depth interviews with multiple internal stakeholders
  • Workshopped service improvement opportunities across a multi-year time horizon
  • Identified IT applications and infrastructure components for core banking
  • Reviewed the current contract with the vendor of the core banking platform and identifying recommendations for future improvements
  • Conducted a full ITIL Maturity Health Check Assessment. This included ITSM process review as well as identifying 8 key focus areas specific for this client and right sized for the organisation
  • Prepared a summary and detailed report of the findings
  • Included recommended actions for the client to progress forward to lift the overall maturity of its IT Service Management processes. This included implementation options over a multi-year horizon


For more information please contact Ian Chisholm, Phone: +61 401 316 004, Email: