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How Bank of New York Uses ITIL to Troubleshoot



By Anna Maria Virzi

  Table of Contents:
  1. How Bank of New York Uses ITIL to Troubleshoot
  2. ' When a Problem Isn'
  3. ' Gaining Traction '
  4. ' Managing Problems '
  5. ' Getting Tools '
  6. ' Bank of New York '

The Information Technology Infrastructure Library helps the bank define, measure, track and investigate service outages. But does it improve service?

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How Bank of New York Uses ITIL to Troubleshoot - ' Bank of New York '


( Page 6 of 6 )

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.

     
     
    >>> More Projects: Processes Articles          >>> More By Anna Maria Virzi
     


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