Barclays has been singled out by the Help Desk Institute
(HDI) for the quality of itsIT Service Managementon a global
scale.
The bank's IT Service Desk team, which has 280 staff, achieved
the highest possible score in all eight of HDI's assessment
categories. These are leadership, policy and strategy, people
management, resources, processes and procedure, people
satisfaction, customer satisfaction, and performance results.
Barclays used the
HDI's standards to benchmark its services and is the first
global organisation to achieve HDI's Four Star Professional Service
Desk Certification.
Steve Wignall, head of service desk at Barclays, said the bank
used HDI's standards from the beginning to benchmark just how well
the IT service desk is performing.
"The goal is to reach such a high level of confidence in your IT
that it empowers the whole business to succeed," said Wignall. "We
will continue to drive the performance of our service desk to even
higher standards to support Barclays' customers and colleagues.
Success is about not having IT failures, not being the best in the
world at fixing them."
Howard Kendall founding director at HDI, said Barclays is
leading the way in the provision of quality IT Service Management
on a global scale. "It has embedded extremely advanced
ITIL processes throughout the organisation and this has
successfully ensured that all their IT systems are fully aligned to
the long-term business objectives of the organisation."