Design and Development of IT Management

Processes for a Large Bank in the Middle East.

The Return
Adoption of COBIT best practices provided the bank with the following benefits:
n Streamlined IT planning processes and assurance on alignment of IT with business objectives.
n Well-defined and documented processes and procedures across different departments, with measurement
system in place for most of the IT operations.
n Clearly defined IT organization structure with detailed roles and responsibilities.
n Established foundation to transform the current IT organization into Service Provider with Charge-back System,
and eventually into a Profit Centre.
n A well-defined service management framework for managing vendors.
n The project helped the bank build credibility and trust among the stakeholders by ensuring an efficient IT
department that complements the business processes.

Business Context
Being in the banking business, the company needed to build trust and credibility among its customers. For this, it needed
to ensure that its processes are benchmarked against the best practices followed in the industry across the world. With
increased competition in the banking sector, it needed to ensure that it effectively employs IT to get the competitive
advantage by extending all the latest and innovative service offerings to the customers.
The Bank's IT department needed a better way of handling the changing needs of the business and the customers. In
order to bring consistency in the way issues were handled, the Bank wanted to establish a service oriented IT
department with documented processes and procedures.
Hence the Bank envisaged the need for developing a comprehensive IT management process framework, which would
fulfil its business objectives. The company partnered with Wipro to implement a robust IT process framework through
design and deployment of IT processes, in accordance with the COBIT best practices.
 Task at Hand
Given the business context, a comprehensive IT process audit (gap analysis) and
implementation exercise had to be carried out. This included:
n Review, assessment and gap analysis of the present IS processes, procedures and
templates.
n Assessment of all processes based on industry benchmark and best practices as per the
COBIT framework. Identify key areas of improvement and plug the gaps.
To benchmark their processes to world-class standards, Wipro recommended deployment of
IT practices in the Bank in accordance with the COBIT best practices framework. COBIT is the
worldwide standard for organizations to implement IT processes from a business perspective.
It provides the Management clear visibility of IT operations and necessary controls that indicate
IT as a business enabler.
Wipro Approach for IT Process Implementation

n Formulation of standard IS processes and procedures to be followed at various Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
locations.
Implementation Process Synthesis & Consolidation Audit
n Development of processes of four domains of COBIT, with multiple level of details along Roadmap Implementation Integration Training & &

Process Rollout
Handover Reviews
with Key Performance Indicators, critical success factors, roles and responsibilities and
metrics. n Project and n Finalization and Facilitate
n n IT Process Post
n

sub-project planning Acceptance of Process/Procedure Rollout Plan Implementation

n Articulating the measurement metrics to track the effectiveness of the processes. Communications Processes Rollout workshops n Transition Audits
strategy Finalization and Communication Plan Plan & Regular
n Formulating an implementation strategy for the deployment of the IS processes and n Prioritization of
n

Acceptance of
n

for Employees Handover to

n

Process Health
procedures. implementation plan Implemental Feedback mechanism
n
Process Checks
n Identification of Procedurs and process Owners
n Pilot rollout of key processes with handholding and training to users, customers and Implementation n Finalization and measurement metrics n Project
milestones Acceptance of deployment Sign-off
process owners. Templates & Forms Mentoring of Process
n

n Defining an appropriate Organization Structure for IT, with well-defined roles and Owners

responsibilities.
Bringing about a change in existing processes, and developing an IT culture at all levels of the The IT governance team of Wipro's consulting division adopted a phased approach to this
organization was a big challenge. The users required lots of end user training and handholding engagement, starting with the assessment and benchmarking processes with industry
to increase the acceptance to new processes. standards. Based on the inputs from the current state assessment, process definition for all the
four domains was completed. This was effectively supported with process workshops where
The Customer the defined processes were presented and discussed with the IT team. Their feedback was
Organization incorporated to come to a robust process framework. Finally, process implementation was
carried out inline with the business and operational requirements of the Bank.
n Large Bank in Middle East
Industry Wipro not only brought their consultative experience but also its practitioner experience on the
subject. A team of two consultants including one BS7799 Lead Auditor brought their expertise
n Banking
in the assignment. Wipro completed the entire exercise within a span of 5 months.

How Wipro Consulting Services Helped

The objective of the project was to highlight the gaps in the Bank's IT processes and design and
deploy a service-oriented IT department with documented processes and procedures, thus
enabling it to bring consistency in its approach to handle the current issues.

About Wipro Consulting Services

Wipro Consulting Services is a division of Wipro Ltd (NYSE: WIT), a $5.4bn enterprise that employs over 1,200 consultants across the globe. With experts based in Western Europe, North America,
India, Asia Pacific and the Middle East, our integrated Business and Technology Consulting services aim to provide superior impact to your strategic programs.
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