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Sector Spotlight: next steps for ITSM in the financial services industry

24 October, 2023, 10:00 am - 1:00 pm


Few industry sectors have felt the impact of a changing business world as much as financial services. In this Sector Spotlight, we focus on some of the key issues and challenges confronting our banks and building societies as they fine-tune their ITIL 4 services in an agile, cloud-based world.

In all three of our featured stories – rebuilding a CMDB, adapting an accounting model for cloud-based services, and embracing a new ITIL 4 based payments landscape – we hear about service management in the front line, adopting and adapting essential new practices while maintaining the existing mission-critical infrastructure.


Rebuilding our CMDB so that it delivers value – Claire Wilson, Coventry Building Society

Starting with the Foundation layer, we find out how the organisation has approached rebuilding its CMDB to deploy a Common Services Data Model. This will enable service mapping, dependency mapping and effective lifecycle management.

The European Central Bank’s Journey into the Multi-Cloud-Verse – Christiaan Vonk, ECB

Managing costs in the cloud can be a challenge for organisations that are used to working with data centres and services on premises. The risk that cloud costs will spiral out of control is not to be underestimated, as cloud costs behave differently than traditional data centre costs. We explore how the European Central Bank (ECB) has adapted its cost accounting system, implemented showback and chargeback models, and utilised automation to manage and optimise cloud spending.

Re-thinking problem management in financial service stability – Lucy Banks, Barclays Bank

Lucy will be focusing on her transition into her role as Head of Problem Management, the challenges the Problem discipline has faced previously, and the transformation efforts Barclays have carried out this year.

Delivering security and compliance via ITSM solutions in the financial services sector – Effie Bagourdi, Nimaworks, part of The Adaptavist Group

While IT leaders recognise the growing importance of providing robust, seamless IT services and innovative solutions for operational efficiency and customer satisfaction, they also need to ensure security and remain compliant with strict regulatory controls. In this session, we will share insights into how a solid ITIL model and a CMDB structure are imperative for successful IT service delivery and management in highly regulated environments.

Join us!

Whichever sector you work in, why not join us for a fascinating insight into the changing world of financial services, presented by the service management leaders responsible for leading the way?

Delivery platform

This online event will be delivered using the Zoom platform.

How much does it cost?

Places are available to itSMF UK members and non-members for FREE.



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24 October, 2023
10:00 am - 1:00 pm
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itSMF Events Team
+44 (0)118 918 6500
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