Bank of America and ITIL

Home Sources:
http://www.fisc.com.tw/FISCWeb/FISCBimonthly/Article.aspx?Volume=42&TNo=31
https://www.itsmf.com/upload/conference2002/Bank%20of%20Ameriica.pdf

BOA (Bank of America) the world headquarters in Charlotte, N.C. (North Carolina), the Global Corporate and Investment Banking group has offices in 35 countries serving clients in more than 150 countries, with associates in major business centers in the Americas, Europe and Asia.

The consumer and commercial banking operations serve more than one in four households in the United States, transacting with more than 150 customers per second. In order to support its service operation, its IT system and organization complex it can be imagined.

Cause of BOA wants to be best in the world. They take the ITIL methodology to support them Overcome Organizational and Culture Differences with a unify operation. Out Perform the Competition in both Quality and Cost. Allow for continuous process improvement to reach and ultimately exceed the industry benchmark and such. They started the ITIL project at 2003 with Global Consultancy Company. Begins in inducts ITIL components as IT Service Management, Problem Management, Change Management, Configuration management and Asset Management. These processes are critical to improving production quality assurance.

During the cooperation with Global Consultancy Company, in term of the different phases of management marital identifying, current state assessment, planning the process, design and deployment, this experience discovered that during inducts ITIL processes, the items as:

• INVENTORY MANAGEMENT: Provide detailed real-time information defining what, when, where, and how much for all components.
• ASSET MANAGEMENT: Manage and optimize the cost, retention, and ultimate disposal (the lifecycle) of IT assets which includes Hardware, Software, Communications and Staff.
• CONFIGURATION MANAGEMENT: Provide enterprise wide, real-time component information (hardware, software, et al.) and incorporate new resources as required, such as provide historical information and provide relationship information.

Those to achieve the effect which initially established, its partner's consultant ability, carries out ability, the execution to deliver and uses the tool is decided that inducts the result is an important attribute. With the ITIL project, that will enable BOA’s IT organization capable to provide and the design the processes on IT management with Business Views, then adds more value to their business operation, this will realize ITIL to achieve it.

In conclusion, by the BOA example, I can see this is understandable on ITIL inducts will be take a longer time and performs each process step by step. If ITIL induction outsourcing with other company, this components for that company’s consultant ability, carries out ability, the execution to deliver and uses the tool is decided will affect the results on ITIL induction successful or failure.