CASE STUDY: FNB Botswana improves IT governance
COMPUTING| Feb. 14, 2012, 1:08 p.m.
First National Bank (FNB) Botswana is one of the leading financial institutions in the country and is part of the prominent First National Bank group. As a financial entity that operates across countries and continents, 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 called upon 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.
“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,” says Gaogakwe Mokobi, Head of the Technology Services Division at FNB Botswana.
“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. We then engaged the services of Marval South Africa to assess our environment and assist the team with development of processes in line with the best practice guidelines outlined by ITIL,” he adds.
After an initial assessment of FNB’s environment, Marval SA recommended changes, which were implemented over the following six months. Training was conducted with key FNB staff members on ITIL Foundation, and the team from Marval worked closely with FNB to define ITIL processes specific to the banking organisation. Process owners were trained and coached on their roles and responsibilities, inputs and outputs to ensure their understanding and buy-in, and a session was held for collaboration between the process owners to enable them to share knowledge and gain a broader understanding of the new processes across the board.
“With Marval’s help we established a policy that documents and guides risk and change management within our IT department. Documenting processes is critical for audit purposes, and ITIL has been instrumental in assisting us in this regard. We have already realised the benefits of this with improved problem management and change management, and as this is an on-going project we expect to realise more benefits in the future,” Mokobi says.
By implementing the appropriate ITIL practices in line with bank processes, FNB Botswana will be not only be able to more easily comply with legislation and governance, the bank will also ensure that processes are put into place to quickly address IT faults and failures, improving turnaround time for problem resolution. They will also be able to benefit from improved efficiency and controls around risk management, continuity and continual improvement of IT service delivery.
“Skills transfer is also an important part of the coaching and IT Service Management optimisation programme. This ensures that continual service improvement can take place independently of a consultant. As a result, emphasis is placed on training and providing on-going support as changes and improvements take place,” says Edward Carbutt, Executive Director at Marval South Africa.
“As part of our scope, we helped FNB Botswana not only to adopt and implement the appropriate ITIL processes for their business, but also to do this in an ISO 200000 compliant manner. This will stand the company in good stead should they wish to achieve this formal ISO accreditation in the future,” he concludes.
MORE COMPUTING NEWS
Time for CIOs to change strategy in the fight against consumer technologyShadow IT is simply not going away, says Sumash Singh, Country Manager at CommVault South Africa. Read More
Virtualisation in the age of smart dataActifio solution strategist Gareth Donald discusses virtualisation in the age of smart data: the next frontier on the march to the cloud. Read More
SATA confers on customer service and billingThe Southern African Telecommunications Association (SATA) held a Customer Service, Quality of Service (Qos) and Billing Conference. Read More
Study: Payments industry in fluxA new study indicates that cards will account for 273 billion transactions at a combined value of some US$30 trillion by 2018, but as mPOS grows, new forms of payment will flourish. Read More
Nissan parades ‘ICT built’ brand in MalawiNissan has paraded its brand new 2015 y62 Patrol Ti series in Malawi, which is said to have taken advantage of ongoing ICT innovations and features built-in navigation and digital entertainment. Read More
Digital fuels growth in Africa’s entertainment and media industry: PwC reportAfrican entertainment and media industry has entered a new landscape – one where the media is no longer divided into distinct traditional and digital spheres, according to a report from PwC. Read More
Deloitte unveils Tech Trends 2015The sixth annual Deloitte Tech Trends report examining disruptive technologies with the best potential to impact businesses within the next 18 to 24 months, will be released in Johannesburg today. Read More
Microsoft promotes Africa’s innovators through DEMO Africa 2015Using the Demo Africa platform as a veritable vehicle for the development of African innovators, Microsoft, under the 4Afrika Initiative, has confirmed its support for the upcoming DEMO Africa event in Lagos. Read More
NITDA affirms confidence in DEMO Africa 2015Nigeria’s National Information Technology Development Agency (NITDA) has affirmed its confidence in the ability of the DEMO Africa forum to become the continent’s rallying ground to discover technology leaders and entrepreneurs. Read More
Alcatel-Lucent VP calls for collaboration to achieve Data Revolution in AfricaThe Vice president of Alcatel-Lucent Africa, Daniel Jaeger, has reiterated the need for African stakeholders to work together to address challenges in the way of ICT development in Africa. Read More
FEATURED STORYInnovative designer takes e-waste to another level
Gladys Muyenzelwa is a Gaborone based artist and designer who has an eye for ethnic and contemporary design. But unlike other designers, Muyenzelwa has found a way of using e-waste to make her creations.
BEST READ NEWS
IN DEPTHHigh tech homes: Just press play
High tech, digital homes where everything is automated and connected aren’t the stuff of science fiction any longer, says BNC Technology.
COMPANY NEWSLuba Freeport streamlines its sea of paper with Sage X3
Luba Freeport has implemented the Finance and Distribution modules of the Sage X3 business management solution to automate its business processes across finance and operations.