The bank says as a financial entity that operates across continents and countries, the company needs to comply with a multitude of regulations and governance practices both locally and internationally.In an effort to improve IT governance and align with the principles of IT, FNB Botswana engaged Marval South Africa to assist with training and ITIL process development. "Since a large proportion of FNB’s business relies on the availability of IT infrastructure and service, downtime can be costly in terms of the impact on the bank’s customers and the loss of income it incurs," says Gaogakwe Mokobi, head of the technology services division at FNB Botswana."IT Service Management is an important aspect of our business, and we are moving towards a more proactive approach when it comes to assisting our customers. In order to do this, we needed to gain an in-depth understanding of the environment and everything this IT environment entails.
"Our biggest challenge was the unstructured and very reactive nature of our IT environment to faults that occur.Problem resolution was slow, which ultimately ended up causing downtime and loss of productivity and income. We realised that managing this more effectively would improve efficiencies as well as profitability, so we embarked upon ITIL training."After an initial assessment of FNB’s environment, Marval SA recommended changes that were implemented over a six months period. Training was conducted with key FNB staff members on Information Technology Infrastructure Library (ITTL) Foundation, and the team from Marval worked closely with FNB to define ITIL processes specific to the banking organisation.By implementing the appropriate ITIL practices in line with bank’s processes, FNB Botswana says it will be not only be able to more easily comply with legislation and governance but will also ensure that processes are put in place to quickly address IT faults and failures, improving turnaround time for problem resolution.
