IT and business process performance management: Case study of ITIL implementation in finance service industry

Although information technology (IT) is taking significant role in businesses with its innovating and supporting potential, it seems that it is least understood company asset. Successful organizations manage IT function in much the same way that they manage their other strategic functions and processes. This in particular means that they understand, manage and systematically measure the quality of IT performance. They are doing so by engaging in IT governance and IT audit activities. In recent years there are number of world-wide used standards and best practices in IT process management area such as CobiT and ITIL, which helps management to measure the IT performances. In this paper we present the case study of managing IT services in finance industry by implementing suggestions which arises from ITIL methodology. After brief explanation of key terms, the methodology of complex ITIL implementation project is given and key performance indicators for major IT related business processes stressed.