Establishing Agile Methods at Global Bank to Better Integrate With Outsourced IT Services Vendor’s ITIL-Based Best Practices

Existing IT service request processes and systems at this global bank needed to be transformed to better integrate with outsourced services provided by their outsourced IT services vendor. The goal was to improve customer service while freeing up resources at the bank and the IT services vendor, who had been required to direct and control the work in a detailed manner. Project Gestalt President Neil Jacobson established Agile-inspired methods for defining and delivering process and system solutions for continuous, measurable improvements. Neil led the 20+ bank and IT services vendor staff transforming the IT service request process to better align with vendor’s ITIL-based best practices.

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