Case StudyCase Study: Middle East Financial Institution...

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Case StudyCase Study: Middle East Financial Institution __________________________________________________________________________________ Head Office Sentinel House Ancells Business Park, Harvest Crescent, Fleet, Hants. GU51 2UZ  Registered Address Fox IT SM Limited 1 Vincent Square London SW1P 2PN Tel     : XXXXXXXXXX Fax    : XXXXXXXXXX Email: XXXXXXXXXX Company Registration Number XXXXXXXXXX Company VAT Number GB XXXXXXXXXX Page1 Successful ISO/IEC 20000 certification for leading Middle East Financial Institution Organisation certified in their delivery and management of financial services and IT support services to internal and external customers This financial institution identified that obtaining ISO/IEC 20000 certification would strengthen its position in the Middle East, and would help to advance its position on the global stage.   Background and Requirements The organisation is one of the leading financial institutions in the Middle East and had a desire to strengthen that position, as well as an aspiration to be able to compete internationally with other similar financial institutions.  First, implementing processes and practices that were aligned with ISO/IEC 20000, and secondly achieving certification, was seen as a good mechanism for achieving their business objectives. Business Challenge With other emerging financial markets in the Middle East, as well as elsewhere globally, the organisation needed to show that it was an integrated financial organisation that fostered the development of a diverse capital market, not only within its own country but with the ability to compete on the international stage. Additionally, there was a stated desire to improve the confidence of their existing customers in the company as a service provider, and to improve the quality of the services being delivered to them. This needed to be further supported by providing a capability that supported product diversification as well as being able to respond rapidly to changing business requirements. The organisation recognised that improving their IT service delivery and achieving ISO/IEC 20000 certification would be key elements in helping the business realise their vision and objectives. Scope and Approach Fox IT®1 was engaged by the organisation to drive them towards, first and foremost, IT service management (ITSM) excellence by enhancing existing processes and implementing new ones as determined by the requirements of ISO/IEC 20000; and secondly by ensuring readiness for the certification audit process. The client had already implemented four ITSM processes (to differing levels of maturity), so the first task undertaken was to perform an assessment of those processes as well as all other areas as equired by ISO/IEC XXXXXXXXXXThe assessment comprised 13 interviews with key process stakeholders, including Senior Management and operational staff, in order to assess existing compliance against the requirements of the Standard.  Where available, evidence of process operation was also eviewed, along with observation of certain process activities being undertaken. 1 Fox IT® is a registered trademark of Fox IT SM Limited Case Study: Middle East Financial Institution __________________________________________________________________________________ Head Office Sentinel House Ancells Business Park, Harvest Crescent, Fleet, Hants. GU51 2UZ  Registered Address Fox IT SM Limited 1 Vincent Square London SW1P 2PN Tel     : XXXXXXXXXX Fax    : XXXXXXXXXX Email: XXXXXXXXXX Company Registration Number XXXXXXXXXX Company VAT Number GB XXXXXXXXXX Page2 The findings were documented in an assessment report that identified maturity ratings for all processes and which would serve as a baseline for measuring future progress towards achieving all of the requirements of ISO/IEC XXXXXXXXXXThe report, containing key findings for all areas, also provided comments on the documentary evidence reviewed, as well as detailed recommendations for addressing the identified non-conformities found against the Standard.   The assessment report was further supported by outputs from workshops that defined the certification scoping statement for ISO/IEC 20000, along with a stakeholder map that outlined the services being delivered, the customers of those services and the internal and external teams that supported the delivery and management of those services.   Finally, from the initial phase, a detailed project plan and 18-month roadmap to deliver 15 process workshops, process documentation and implementation and enhancement of new/existing processes was also produced. Fox IT then commenced the second phase of the project - a set of process workshops that would eventually cover all processes, both existing and new.  Existing processes were enhanced and aligned with the requirements of ISO/IEC 20000, and new processes were designed so that they fitted the needs of the organisation as well as the Standard.   Following the development and agreement of each process, (utilising Fox IT’s FoxPRISMᵀᴹ to accelerate their production timeframe), other supporting documentation was created including elevant policies (as required by ISO/IEC XXXXXXXXXXand other process documentation and templates that would underpin the operation of the processes, such as RACI matrices.  Each process then went into an implementation phase, where people were trained and the processes put into trial operation.  The processes were then reviewed and enhanced further, as required, before going into formal ‘live’ operation. The process implementation phase included the development of documents such as a service catalogue, service level agreements, supplier catalogue, service reporting catalogue, as well as other policies and plans as required by ISO/IEC 20000, such as the service management system policy and service management system plan.  Results and Outputs All of the documented deliverables were embedded within the client’s version FoxPRISMᵀᴹ, Fox IT’s implementation accelerator.  This tool not only facilitated expediting the production of agreed processes, policies and other associated documentation, but it was also a key mechanism for disseminating the information across the organisation and for presenting the processes to auditors, showing them a complete set of SMS processes with all of their interfaces and interdependencies clearly identified. Fox IT also assisted the client in producing associated marketing material publicising the project and its objectives.  This included posters for display in the organisation’s coidors, flyers placed on the desk of every user, and wallcharts explaining the elements of the service management system.  These were supplemented by the production of ‘quick reference guides’ for certain processes. Throughout the 18-month engagement, Fox IT caied out interim assessments that enabled the organisation to track the progress of each process as its maturity increased over time.  Fox IT also developed a programme of regular internal audits that would ensure that process owners and process managers continued to focus on the specific requirements of their process, after Fox IT had completed their project engagement. Case Study: Middle East Financial Institution __________________________________________________________________________________ Head Office Sentinel House Ancells Business Park, Harvest Crescent, Fleet, Hants. GU51 2UZ  Registered Address Fox IT SM Limited 1 Vincent Square London SW1P 2PN Tel     : XXXXXXXXXX Fax    : XXXXXXXXXX Email: XXXXXXXXXX Company Registration Number XXXXXXXXXX Company VAT Number GB XXXXXXXXXX Page3 To complement the project activities mentioned, a formal training programme was also instigated. This involved Fox IT delivering a variety of ITIL, ISO/IEC 20000 and Project Management courses. Value and Benefits The client achieved certification in Feuary 2011, and became the first organisation of its type within the Middle East & North Africa region to be certified.  It was seen as confirmation of their commitment to deliver valued and competitive services to their customers. Specific benefits derived during the project included: • New processes were implemented which had never previously existed, such as service levelmanagement and capacity management• Improved communication with the Business, including the introduction of regular serviceeview meetings, consistent gathering of service level requirements, enhanced reportingmechanisms and targeted marketing• Production of service level agreements that ensured both the Business and IT understoodeach other’s requirements and delivery capabilities• Development of a service catalogue that ensured all parties understood the definition of a service and what each service was comprised of• All processes were consistently documented and the information made available to everyonevia the use of FoxPRISM on the organisation’s Intranet• Improved interfaces and integration between all processes, including for those IT processesthat were owned by Business units• An improved process-oriented culture, with people understanding their roles more clearly• A better understanding of the costs of delivering individual IT services• A set of key performance indicators for each process that assisted their ongoing measurementand control• Service reports that focused on the Business rather than IT• Process maturity ratings over an 18-month period that the client could continue to review andadd to, hence tracking continual improvementAbout FoxPRISMᵀᴹ FoxPRISM is a fully interactive web-based process knowledge database that assists in the design, implementation and management of service management processes.  It provides a compendium of 32 processes (aligned to ITIL®2 and ISO/IEC XXXXXXXXXXand enables Fox IT consultants and their clients to accelerate their deliverables and hence realise benefits that much quicker.  Click here for more details. About Fox IT Fox IT® has been a leading Information Technology Service Management (ITSM) and governance usiness for over 30 years. We provide a range of practical and effective consultancy solutions designed to create agile, proactive, responsive IT organisations providing excellent IT services in alignment with our clients’ goals to support and drive continuous business innovation.   2 ITIL® is a registered trademark of AXELOS Limited http:www.foxit.com/it-acceleration-tools/foxPrism-IT-process-implementationCase Study: Middle East Financial Institution __________________________________________________________________________________ Head Office Sentinel House Ancells Business Park, Harvest Crescent, Fleet, Hants. GU51 2UZ  Registered Address Fox IT SM Limited 1 Vincent Square London SW1P 2PN Tel     : XXXXXXXXXX Fax    : XXXXXXXXXX Email: XXXXXXXXXX Company Registration Number XXXXXXXXXX Company VAT Number GB XXXXXXXXXX Page4 We achieve this by empowering your people with best practice training, developing and implementing the right operational processes and using properly configured and integrated tools to enable IT Services transformation.  Fox IT also has a demonstrable track record of assisting organisations in attaining ISO/IEC 20000 certification and has a proven roadmap for guiding them on their journey.  This is supported by a comprehensive training portfolio, including ISO/IEC 20000 Foundation, Practitioner

Kuldeep · Accepted Answer

ITIL4 Update
Executive summary
This study initially assessed the ISO/IEC 20000 certification of leading Middle Eastern financial institutions. Organization has obtained ISO/IEC 20000 certification by Fox IT. Thanks to the monitoring of Fox IT, the organization succeeded. The organization benefits from the provision of the financial services to external and internal customers and the delivery as well as management of IT support services. Therefore, it can be mentioned that the organization has provided three main services, namely financial, management, moreover IT support. The team management is responsible for managing key customer issues or problems. ISO/IEC 20000 certification support to add more value to financial institutions in Middle East the whole process is not completely finished. It is subdivided according to different number of factors. It is divided into the following three main aspects: process, service or overall business.   
Table of Contents
Introduction	4
Report sections	5
Heading 1	5
Heading 2	8
Conclusion	11
Reference list	13
Appendix	15
Appendix 1: Essay	15
Introduction
This study all involved ISO/IEC 20000 certification for the Middle Eastern financial institutions. The organizations selected for research purposes are providing various financial services. The organization has obtained ISO / IEC 20000 certification by Fox IT. Thanks to the monitoring of Fox IT, the organization succeeded. The organization has benefited greatly from providing economic services moreover IT support service for external or internal consumers. Therefore, it can be mention that the organization has provided three main services, namely financial, management, as well as IT support. Management team is responsible for managing key customer problems. The IT team has provided technical support, financial services for example asset management, and any type of financial plan and asset have been properly managed by an economic team. Financial institutions have defined that obtaining ISO / IEC 20000 certifications will be used as the supporting elements and components. This will help strengthen the power and status of a Middle East. And it can also be expected that association will be surely capable to grow and expand itself in totally new manner. The existence of this firm will be strong. In addition, the ideal would be enough to compete globally with other same financial institutions. Therefore, it can also be said that the organization can simply gain a competitive benefit. The organization is not narrow to domestic scope, and its influence is also expanding internationally. To complete the entire certification process, two different stages or processes must be followed. The first step is to implement procedures as well as practices. Both of these factors are in accordance with ISO / IEC20000. The second factor is obtaining certification. Practice has proved that this is a powerful mechanism to achieve business goals. In addition to accomplishing business goals, it also helps to assess and mitigate business issues. The business purposes and goals of the organizations are diverse from one another, however no matter what the business goals are, or what the organization is, it can work well. The certification has been integrated with financial organizations, helping to promote the overall growth of a capital market. Therefore, expansion of a capital market is likewise probable The scope of capital market development is not restricted to Middle East and it‘s also expanding internationally. It has been observed that it expressed its desire to improve the confidence of the existing clients. It likewise plays the major role of service provider in the business and must improve the quality of service. It’s a vital role in improving service quality.
This study includes the major steps follow by Middle East financial institutions to support IEC/ISO 20000 certification through Fox technology are discussed. The study also determined the role of the mid-term assessment in obtaining final certification. The study has clearly pointed out ways to provide value to the financial institutions by Middle East and simply helps to analyze value propositions. 
Report sections
Heading 1
Fox IT supports financial institutions in Middle East to attain IEC/ISO 20000 certification in many ways. Initially, it helps to meet business challenges. Although this is a domestic problem or issue, a worldwide or global issue can also be resolved throughout this. It also has an impact on the progress of capital markets. As a result, the in general organizational capacity is thereby improved. Therefore, financial institutions can easily cope with critical business conditions. Organizations can plan themselves with the support of the product diversification, as well as Fox IT provides a lot of help for this. Therefore, it is much simpler for organizations to respond to changing business conditions. In this way, the confidence of the existing organizational customers has also been improved. In addition to the aforementioned business challenges, this has also helped to significantly improve the quality of the IT service delivery as well as has taken the first step forward to achieve its vision and goals. The next significant aspect is the scope and method. The redistribution of Fox IT's contacts with organizations is pushing them towards Information Technology Service Management (Accerboni, 2019). After completing this operation and can enhance the existing process to provide excellent service quality. The entire process has been simply finished in two diverse ways, for example potential enhancements in an available processes as well as implementation of new processes. This has determined by the needs of the IEC/ISO 20000; second, ensure that the certification audit process is prepared.
The consumer has simply implemented four diverse numbers of the ITSM processes. To simply make it more successful, very primary task is simply initiated by an association is to determine the process needs or wants. It is worth mentioning that it contains 13 diverse numbers of the interviews. The people involved in this activity are key procedure stakeholders, including the senior management and operations employees, to assess the existing conformity against the standard requirements. All investigation results have been recorded. Documents have been maintained to identify maturity levels. In addition, clear operational performance information can simply be detected all throughout this. The main areas of discovery are also considered in this study. The comments are recorded as written evidence. Not just that, however also made possible suggestions. Such evidence helps to clear the insights about the entire procedure. In addition to the results of the workshop, this is likewise included. This supports to develop stakeholder maps and helps outline the services already provided. Get ideas from (Aquinoet, 2018) it can simply mentioned that overall service is fully supported by the internal as well as external teams. Afterwards, Fox IT put forward its completely valuable opinions on the second stage.

Case Study Case Study: Middle East Financial Institution __________________________________________________________________________________ Head Office Sentinel House Ancells Business Park, Harvest...

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