IT Service Management (ITSM) Enhancement

A Tier 1 Bank faced IT service management challenges, including poor ticket visibility and unplanned outages. To improve efficiency, the bank adopted ITIL practices focused on incident, change, and knowledge management. A Change Advisory Board was established to enhance coordination and communication. Key best practices included differentiating incident and service request processes and developing a knowledge base for self-service. This adoption of ITIL significantly improved service delivery and IT infrastructure resilience.

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