How Bank of New York Uses ITIL to Troubleshoot - ' Bank of New York '
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Base Case">
Bank of New York Base Case
Headquarters: 1 Wall St., New York, NY 10286
Phone: (212) 495-1784
Chief Information Officer: Kurt Woetzel
Financials in 2005: $8.3 billion in revenue, an increase of 16.9% from prior year; $1.6 billion in net profit, an increase of 9.1%.
Business: Provides investor, issuer and broker-dealer services. Its Pershing subsidiary offers clearing services.
Challenge: Identify, verify and analyze the cause of technology service disruptions.
BASELINE GOALS:
Reduce the average monthly number of severe service disruptions, from 65 in 2005, by 20% in 2006.
Cut the monthly number of printer problems, from 500 in June 2004 to 100 this year.
Reduce the monthly number of password-related incidents, from about 2,600 in January 2005 to less than 1,200 in 2006.
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Powering Up 
Projects: Processes 
