Financial services industry ahead of the game in embracing ITIL new research reveals
London 27th February 2006 – The latest independent research from service management solutions company Tertio SMS, reveals that the financial services sector is embracing ITIL (IT Infrastructure Library), with three quarters of respondents (74%) already implementing or planning implementation of the dominant standard for best practice in IT service management.
The survey shows that the industry is clearly realising the benefits of implementation with twice as many organisations (68%) in the financial services sector than any other reporting that ITIL delivers IT systems that are responsive to the needs of business. Take-up in other private sectors is much lower with only 20% having adopted the framework and just 19% planning to do so.
Despite being ahead of the game as an industry, the research highlights that one in five (21%) financial services companies still don't have ITIL plans underway. These organisations could risk falling behind the market in disciplines such as incident, configuration and change management, all key elements in effective IT service management, if they don't start introducing the right processes.
Alan Greenberg, CEO of Tertio SMS, explains: "ITIL is crucial for financial services companies in terms of service management because the sector is so dependent on IT. Internet banking, for example, is increasingly becoming the dominant customer touch point for many banks. When service delivery goes wrong, whether it's a faulty cash point or interrupted online transaction, it raises serious questions from a customer perspective."
"Crucially, as service delivery becomes a key differentiator for the financial services sector, ITIL provides a solid IT service management framework within which companies can change or add new and innovative solutions whilst minimising risk to the delivery of critical business services.
"These results clearly demonstrate that ITIL can make IT departments more responsive to the needs of the business and improve customer service, and ultimately deliver service excellence to their customers."
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Methodology
The research was conducted online between November, 2005, and January, 2006, with IT managers, IT directors and heads of IT. 100 recipients participated, of which 20% were from finance and the remainder from a range of other private sector industries.
About Tertio SMS
Tertio Service Management Solutions (SMS) has been providing solutions to blue chip companies for over a decade, empowering organisations to deliver customer service excellence. It provides a comprehensive range of innovative Business Service Management, Service Management, and Network and Systems Management solutions, combining industry leading software applications with its specialist consultancy and support.
Tertio SMS de-merged from Tertio in 2002 and is headquartered in London. A financially strong company with a proven track record, and nine consecutive profitable quarters, Tertio SMS has 40 employees, serving customers across Europe including T-Mobile, The Post Office, Sainsbury's and Dixons.
For further information please contact: Simon Sacks, telephone 0207 288 2807, email simon.sacks@tertio-sms.com |
