Practical Application of ITIL Methodology in the Field of Banking Applications Support

The diploma thesis deals with the practical application of a wide-spread service management methodology ITIL in the banking applications support environment. The main goal of the thesis is to formulate recommendations which should in the future contribute to quality improvement and overall productivity increase of the application support in the chosen multi-national company. The theoretical part of the thesis includes a detailed multi-perspective literature review. Based on the review, benefits of using ITIL, its adoption rate across IT operational departments, implementation approaches and possibilities, or perceived shortcomings are identified. ITIL architecture characteristics are provided and IT service management is briefly explained. Furthermore, an agile methodology Kanban is introduced and it is clarified, how it can be seen in the context of ITIL and how it can be used for its extension.In the practical part the chosen company is described at first. Thereafter, an analysis of a current (as-is) state of the application support process is performed. The analysis relies on the data collected from internal documentation, interviews and personal observations. The data is used as a basis for a process model and SWOT analysis. Then an internal reorganizational project based on Kanban principles is described. The most important chapters contain two sets of recommendations. The first one proposes possible improvement steps for the internal project. The second one focuses on selected IT operations management parts (event management, incident management, request management, problem management). Key characteristics are described, metrics are listed, and finally recommendations for identified weaknesses in the chosen company are formulated