itSMF Danmark okt 2015 v.1.1.pptx

ESTABLISHING AN IT
DELIVERY ORGANIZATION
IN A MULTISOURCING
ENVIRONMENT
ÖPPEN FOREX BANK
Regina Rasmanis Rylin
Head of IT Service Delivery
FOREX Bank AB
2
WELCOME TO ANOTHER BANK
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• 
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• 
3
125 Branches
Cash handling
Service
Service hours 05–22
FROM ENTREPRENEUR TO BANK
Second branch opened
in Gothenborg
First
Branch open
1965
4
First branch in
Denmark opens
Wins “Upcoming
bank of the year”
Market
liberalization lead to
more competition
FOREX Bank X-change is acquired
is granted a
Växlingskontoret
banking
license
changes name to
Extensive alteration
FOREX
work starts in the
First branch in Finland
company
Great
First branch in
opens
expansion of
Norway opens
branches
1977
1984
1990
1991
1993
1994
2003
2004
2007
2008
2009
FOREX Bank
keep expanding
and take over all
Western Union
Branches in the
Nordic Countries.
ReseEkonom
en is launched
2011
Launching of a
Nätvaluta and
FOREX Cash
Centre
2012
2014
WHO ARE WE?
•  Employees with origin from 70
different nations who speaks 50
languages
•  1 300 colleagues
•  125 branches
•  4 countries
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FINLAND
13 butiker
NORGE
13 butiker
DANMARK
12 butiker
SVERIGE
87 butiker
WE OFFER
Cash handling, saving and salary accounts,
loans, credit cards, cashiers services, cash
deposit handling, Money Transfer and
foreign exchange.
Internet- and telephone bank, bank
branches, service hours 05–22 and “The
Traveling Economist”.
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VISION
We make your journey
easier and more fun.
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BUSINESS IDEA
We sell basic banking
services with personal
service and high
availability
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BACKGROUND
•  2013 New IT strategy (with help from3-gamma consulting)
–  Leave single sourcing
– 
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Lack in quality
Deficient delivery model
Slow and complex environment
Custom made
Deficient compliance according to ITIL and ISO 27001
–  Move towards multi sourcing
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ÖPPEN FOREX BANK
STRATEGIC OBJECTIVES
•  Enable a fast, simple and effective customer
interaction in all channels
•  Deliver stable, suitable and cost efficient IT
services
•  Deliver modern standardized supports services
•  A more distinct delivery model
•  Increased control
–  Cost
–  Risks
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ÖPPEN FOREX BANK
2013
FOREX Business
IT Supplier
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ÖPPEN FOREX BANK
2014
FOREX Business
IT Delivery (SIAM)
IT Supplier
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ÖPPEN FOREX BANK
2015
FOREX Business
IT Delivery (SIAM)
Today
12 major
Suppliers
Sup.1 Sup.2 Sup.3 Sup.4
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ÖPPEN FOREX BANK
ORGANIZATION
IS/IT
Jonas Broman (CIO)
IT Service Delivery
Regina Rasmanis Rylin
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ÖPPEN FOREX BANK
Projects &
Development
Mattias Wikman
Chief architect
Cecila Skogh
ORGANIZATION
Testfuntion
Jennie Frejd
Head of IT Service Delivery
Regina Rasmanis Rylin
Supplier Manager
Madelaine Weiland
Service Manager
Bank och Analys
Tomas Brännvall
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Service Manager
Butik, KS och BO
Nina Söderberg
ÖPPEN FOREX BANK
Change Manager
Annica Lundström
Service Manager
Digitala Kanaler
David Briland
Incident Manager
Hanna Jansson
Service Manager
Stödsystem
Mikael Skoglund
Problem Manager
Annica Lundström
Service Manager
Arbetsplats
Per Lindahl
Service Manager
Drift/Nät
Marie Sandberg
ORGANIZATION
TACTIC/STRATEGIC LEVEL
INTERNAL IT GOVERNANCE
BOARD
EXTERNAL IT GOVERNANCE
BOARD
Define and ensure the
execution of the strategy
Head of IT Delivery
Business solution owner
Head of IT Delivery
Client Delivery Manager (Supplier)
Service Manager
INTERNAL IT GOVERNANCE
FORUM
EXTERNAL IT GOVERNANCE
FORUM
OPERATIONAL LEVEL
Ensure long-term supply
capacity according to
defined strategy
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Service Manager
Business Solution Manager
Super User (when needed)
Service Manager
Service Delivery Manager (Supplier)
Incident Manager (when needed)
Change Manager (when needed)
SUPPLIER COLLABORATION BOARD
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A forum managed by FOREX Supplier Manager
Quarterly meetings with all suppliers
Monthly meetings in smaller groups
Cooperation, proactivity and customer focus is
measured and rewarded
•  A challenge since they are all competitors
•  Process improvements
•  A social activity once a year
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ÖPPEN FOREX BANK
WHERE ARE WE TODAY?
•  FOREX Bank have a well defined and proactive
IT-organization, that works closely to the business
•  Well function IT governance
•  The first major migration is finalized.
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ÖPPEN FOREX BANK
CHALLENGES
•  Cooperation between
the vendor
•  Agreements
•  Do the home work!
•  Ownership of control
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ÖPPEN FOREX BANK
SUCCESS FACTORS
•  Delivery organization
involved early in projects
and business development
•  Trial-and-Error
•  Be courageous
•  Integrations
•  Supplier Collaboration
Board
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ÖPPEN FOREX BANK