Abstract
This Financial Insights report examines the use of the IT Infrastructure
Library (ITIL) by Canadian financial services organizations. Developed in the
late 1980s, the ITIL is a nonproprietary technology/platform independent set of
best practices for aligning IT services with business practices. The report
examines the current state of ITIL adoption, best-practice framework and
support processes, solution types, adoption impediments, and end-user
confidence that ITIL can improve IT performance.
Patricia Howell, senior analyst, Canadian Financial Advisory Service, says
"Moving forward, two of the implicit challenges facing financial services
executives are the continuing complexity of software and the drive to better
align IT with business objectives. Banks, insurers, and capital markets firms
will be obliged to adopt methodologies and frameworks like ITIL to help them
achieve a permanent improvement in their IT services."
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