IRM4720
Assignment 2 2025
Unique number: 665706
Due Date: 15 August 2025
SECTION A: WORKPLACE CASE STUDY
ITSM IMPLEMENTATION CASE STUDY: FIRST NATIONAL BANK (FNB), SOUTH
AFRICA
1. The Framework and Specific Components Implemented
FNB implements the ITIL v4 (Information Technology Infrastructure Library) framework as
part of its IT Service Management (ITSM) strategy. The bank uses several key ITIL
processes and functions rather than just lifecycle stages. The specific components
implemented at FNB include:
Incident Management
Change Enablement (formerly known as Change Management)
Problem Management
Service Desk Function
Service Level Management (SLM)
Terms of use
By making use of this document you agree to:
Configuration Management (CMDB – Configuration Management Database)
Use this document as a guide for learning, comparison and reference purpose,
Terms of use
Not to duplicate, reproduce and/or misrepresent the contents of this document as your own work,
By making use of this document you agree to:
Use this document
Fully accept the consequences
solely as a guide forshould you plagiarise
learning, reference,or and
misuse this document.
comparison purposes,
Ensure originality of your own work, and fully accept the consequences should you plagiarise or misuse this document.
Comply with all relevant standards, guidelines, regulations, and legislation governing academic and written work.
Disclaimer
Great care has been taken in the preparation of this document; however, the contents are provided "as is" without any express or
implied representations or warranties. The author accepts no responsibility or liability for any actions taken based on the
information contained within this document. This document is intended solely for comparison, research, and reference purposes.
Reproduction, resale, or transmission of any part of this document, in any form or by any means, is strictly prohibited.
, +27 67 171 1739
SECTION A: WORKPLACE CASE STUDY
ITSM IMPLEMENTATION CASE STUDY: FIRST NATIONAL BANK (FNB), SOUTH
AFRICA
1. The Framework and Specific Components Implemented
FNB implements the ITIL v4 (Information Technology Infrastructure Library)
framework as part of its IT Service Management (ITSM) strategy. The bank uses
several key ITIL processes and functions rather than just lifecycle stages. The
specific components implemented at FNB include:
Incident Management
Change Enablement (formerly known as Change Management)
Problem Management
Service Desk Function
Service Level Management (SLM)
Configuration Management (CMDB – Configuration Management Database)
These components are integrated into FNB's daily operations and are supported by
a centralized ITSM tool, ServiceNow, to ensure alignment with the bank's business
and compliance objectives.
2. Implementation and Objectives of Framework Components
FNB uses the ITIL components to align its technology operations with business
goals, enhance customer experience, and comply with financial sector regulations.
Here’s how each identified component is implemented and what it aims to achieve:
Incident Management
Implementation: All IT issues are logged through ServiceNow and triaged by
the central IT service desk. Incidents are categorised, prioritised, and
assigned for resolution within defined SLAs.
Objective: To restore normal service operations as quickly as possible and
minimise business disruption. Disclaimer
Great care has been taken in the preparation of this document; however, the contents are provided "as is"
without any express or implied representations or warranties. The author accepts no responsibility or
liability for any actions taken based on the information contained within this document. This document is
intended solely for comparison, research, and reference purposes. Reproduction, resale, or transmission
of any part of this document, in any form or by any means, is strictly prohibited.
, +27 67 171 1739
Change Enablement
Implementation: FNB follows a rigorous change control process that includes
approval workflows, risk assessments, and scheduling. Weekly Change
Advisory Board (CAB) meetings are held.
Objective: To manage risk and ensure safe implementation of changes with
minimal disruption to services.
Problem Management
Implementation: Root cause analysis is done after major incidents. Problem
records are tracked separately from incidents, and known error databases are
updated regularly.
Objective: To identify recurring issues, eliminate root causes, and reduce the
volume of incidents over time.
Service Desk
Implementation: A 24/7 in-house service desk acts as the single point of
contact for all users. It handles incidents, service requests, and
communications.
Objective: To provide timely, professional, and effective support to end-users
and IT teams.
Service Level Management (SLM)
Implementation: SLAs and OLAs are defined between internal departments
and external vendors. Real-time dashboards and monthly reports monitor
compliance.
Objective: To ensure that all IT services meet agreed-upon performance
standards and client expectations.
Configuration Management
Implementation: FNB maintains a detailed CMDB that maps all IT assets,
including dependencies and business services. This database is updated
through automated discovery and manual validation.
Disclaimer
Great care has been taken in the preparation of this document; however, the contents are provided "as is"
without any express or implied representations or warranties. The author accepts no responsibility or
liability for any actions taken based on the information contained within this document. This document is
intended solely for comparison, research, and reference purposes. Reproduction, resale, or transmission
of any part of this document, in any form or by any means, is strictly prohibited.
Assignment 2 2025
Unique number: 665706
Due Date: 15 August 2025
SECTION A: WORKPLACE CASE STUDY
ITSM IMPLEMENTATION CASE STUDY: FIRST NATIONAL BANK (FNB), SOUTH
AFRICA
1. The Framework and Specific Components Implemented
FNB implements the ITIL v4 (Information Technology Infrastructure Library) framework as
part of its IT Service Management (ITSM) strategy. The bank uses several key ITIL
processes and functions rather than just lifecycle stages. The specific components
implemented at FNB include:
Incident Management
Change Enablement (formerly known as Change Management)
Problem Management
Service Desk Function
Service Level Management (SLM)
Terms of use
By making use of this document you agree to:
Configuration Management (CMDB – Configuration Management Database)
Use this document as a guide for learning, comparison and reference purpose,
Terms of use
Not to duplicate, reproduce and/or misrepresent the contents of this document as your own work,
By making use of this document you agree to:
Use this document
Fully accept the consequences
solely as a guide forshould you plagiarise
learning, reference,or and
misuse this document.
comparison purposes,
Ensure originality of your own work, and fully accept the consequences should you plagiarise or misuse this document.
Comply with all relevant standards, guidelines, regulations, and legislation governing academic and written work.
Disclaimer
Great care has been taken in the preparation of this document; however, the contents are provided "as is" without any express or
implied representations or warranties. The author accepts no responsibility or liability for any actions taken based on the
information contained within this document. This document is intended solely for comparison, research, and reference purposes.
Reproduction, resale, or transmission of any part of this document, in any form or by any means, is strictly prohibited.
, +27 67 171 1739
SECTION A: WORKPLACE CASE STUDY
ITSM IMPLEMENTATION CASE STUDY: FIRST NATIONAL BANK (FNB), SOUTH
AFRICA
1. The Framework and Specific Components Implemented
FNB implements the ITIL v4 (Information Technology Infrastructure Library)
framework as part of its IT Service Management (ITSM) strategy. The bank uses
several key ITIL processes and functions rather than just lifecycle stages. The
specific components implemented at FNB include:
Incident Management
Change Enablement (formerly known as Change Management)
Problem Management
Service Desk Function
Service Level Management (SLM)
Configuration Management (CMDB – Configuration Management Database)
These components are integrated into FNB's daily operations and are supported by
a centralized ITSM tool, ServiceNow, to ensure alignment with the bank's business
and compliance objectives.
2. Implementation and Objectives of Framework Components
FNB uses the ITIL components to align its technology operations with business
goals, enhance customer experience, and comply with financial sector regulations.
Here’s how each identified component is implemented and what it aims to achieve:
Incident Management
Implementation: All IT issues are logged through ServiceNow and triaged by
the central IT service desk. Incidents are categorised, prioritised, and
assigned for resolution within defined SLAs.
Objective: To restore normal service operations as quickly as possible and
minimise business disruption. Disclaimer
Great care has been taken in the preparation of this document; however, the contents are provided "as is"
without any express or implied representations or warranties. The author accepts no responsibility or
liability for any actions taken based on the information contained within this document. This document is
intended solely for comparison, research, and reference purposes. Reproduction, resale, or transmission
of any part of this document, in any form or by any means, is strictly prohibited.
, +27 67 171 1739
Change Enablement
Implementation: FNB follows a rigorous change control process that includes
approval workflows, risk assessments, and scheduling. Weekly Change
Advisory Board (CAB) meetings are held.
Objective: To manage risk and ensure safe implementation of changes with
minimal disruption to services.
Problem Management
Implementation: Root cause analysis is done after major incidents. Problem
records are tracked separately from incidents, and known error databases are
updated regularly.
Objective: To identify recurring issues, eliminate root causes, and reduce the
volume of incidents over time.
Service Desk
Implementation: A 24/7 in-house service desk acts as the single point of
contact for all users. It handles incidents, service requests, and
communications.
Objective: To provide timely, professional, and effective support to end-users
and IT teams.
Service Level Management (SLM)
Implementation: SLAs and OLAs are defined between internal departments
and external vendors. Real-time dashboards and monthly reports monitor
compliance.
Objective: To ensure that all IT services meet agreed-upon performance
standards and client expectations.
Configuration Management
Implementation: FNB maintains a detailed CMDB that maps all IT assets,
including dependencies and business services. This database is updated
through automated discovery and manual validation.
Disclaimer
Great care has been taken in the preparation of this document; however, the contents are provided "as is"
without any express or implied representations or warranties. The author accepts no responsibility or
liability for any actions taken based on the information contained within this document. This document is
intended solely for comparison, research, and reference purposes. Reproduction, resale, or transmission
of any part of this document, in any form or by any means, is strictly prohibited.
