Incident Management ‘Build Operate Transfer’

We assembled a team of Incident Management experts to address the issues facing the bank.Our team worked to understand what was and what wasn’t working well, undertaking a gap analysis (including Regulatory and Reputational risks) and presented the findings to stakeholders. We designed the architecture and underlying processes, policies, procedure and supporting tools for the new incident management process. The team was able to:

– Design a new IT Incident Management (IM) framework, and recommend the deployment of a suite of supporting tools

– Coordinate with several 3rd party suppliers to build out the NOK monitoring system to ITIL standards and specifications

– Undertake the day to day management of all aspects of the IM function for 9 months, imbed the processes across IT and the Bank, and transfer Operational accountability across to a newly formed client IM Function

– Develop and deploy training materials and run specific simulations to assist with the training and development of key individuals

– Facilitate the production of Management Information relating to Incidents both for Internal and External use, using the MI tools and build a central repository

The engagement ultimately resulted in a 50% reduction in the instances of Incidents as the RCA process prevented the incidents occurring. There is a Bank-wide recognition that the Technology IM function is the standard to be aspired to within the Bank, and all Divisions are now adopting the same processes. The Regulator has commented that the MI, Reporting and proactivity within the Bank has provided them with a new level of confidence.