TORI Global delivers Service Management improvement programmes working with global Financial Services organisations to implement solutions that fit within their business and IT culture.
Over the past decade, TORI has provided the expertise and process improvement to enhance clients’ services resulting in improved control and almost immediate cost savings. TORI uses specialist alliance partners and trusted associates to deliver Service Management improvement programmes appropriate to business needs, while remaining responsible for the delivery and management of the overall assignment.
TORI helps clients significantly improve their IT Service Management by introducing the disciplines and standards within ITIL and tempering these with the pragmatism that comes with our extensive practical experience and knowledge.
TORI draws upon the experience of individuals who have previously held senior Service Management positions within Financial Services organisations and who focus not only on the implementation of technology and processes but also on the cultural change aspects essential to the successful adoption throughout the organisation.
Expertise and Experience
TORI comes with real experience and expertise gained over many years in the Financial Services industry. We keep up-to-date with market intelligence, technological advancements and best practices so our clients can be assured that strategies and solutions implemented will create sustainable process and cultural change.
Efficient and Effective
With a focus on results, we only recommend cost-effective solutions that are realisable and will successfully deliver quantifiable benefits within regulatory and risk constraints.
Delivery Model
TORI uses specialist associates and alliance partners, both service and product providers, to ensure successful delivery of future-proofed solutions.
As an example, for one European Retail bank client we achieved a return on investment of 300% amounting to savings of €10m in year one, €15m in year two and with continuing performance improvements and cost savings in subsequent years.
- Confidence that processes and systems will be developed to make them more efficient and cost-effective
- Improved productivity without affecting quality
- Improved customer experience and satisfaction
- Transparency of cost to enable justification of the value of IT to the business
- Realisable and sustained cost reduction in IT operations
- Implementation of best practice processes
- Improved operational stability
- Improved performance reporting through enterprise-wide service level monitoring
- Reduced internal costs and external audit charges through automated compliance monitoring and reporting
Client: Global Brokerage Organisation
Assignment: IT Infrastructure Best Practice Process Implementation
Details: This organisation had grown through an increasing reliance on individuals with in-depth knowledge of the proprietary systems developed within the company. To continue with the rapid rate of change, an introduction of ‘lite’ best practice processes within the IT infrastructure team was necessary, which would distill the tacit knowledge held by individuals into an explicit form contained within documents/systems. TORI approached this in three stages:
- Analysis with recommendations – over a six-week period with visits and conference calls to key locations.
- Implementation – TORI’s process experts worked closely with the client’s process managers over a four-month period.
- Continuous improvement – weekly sessions kept the whole process moving forward
Outcomes: During the Continuous Improvement phase, the client merged with a competitor organisation which did not have standard processes. The work carried out by TORI put the client in a very strong position during and after the merger. The programme continued with the addition of another process – Capacity Management. The Service Management tool supporting the ITIL processes was standardised across the global organisation.
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Client: Global Investment Bank – Equities IT function
Assignment: Implementing lower cost IT Services Monitoring tools
Details: This IT function was looking for a solution that would:
- Improve monitoring as part of a data centre upgrade
- Improve trading system availability
- Deliver real-time consolidated report from all its IT monitoring tools
- Reduce IT data monitoring costs.
Outcomes: A TORI specialist partner was selected for the delivery of the IT service monitoring tools. This specialist was selected on:
- Cost – was considerably cheaper than the competition (75-90%)
- Ease of Use – could be viewed over the web without prior user training
- Faster identification and remediation of incidents through improved analysis
- Reduced staff costs
- Reduced risk from real-time metrics monitoring and automated notification of potential service problems
- Improved service management.
Client: Global Financial Institution specialising in Investment Banking and Brokerage
Assignment: IT Service Management
Details: Lengthy trade processing times meant the organisation suffered major incidents on a regular basis. The organisation’s immature processes were identified through an analysis of:
- Business processes
- Technical architecture and underlying supporting technology performance
- Supporting IT infrastructure processes
TORI’s specialist partner investigated the technical performance of the five technical systems making up the service and made recommendations for any quick wins and longer terms solutions.
Outcomes: A road map for the tuning of the technology to improve performance and reduce the processing time together with a template for the implementation of a Capacity Management process, which would enable the organisation to deploy technical upgrades based on forecast data.
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Client: Major European Retail Bank with Global Operations
Assignment: Cost reduction in an outsourced environment covering both mainframe and mid-range platforms
Details: TORI led the task force to improve governance processes including formal initiation and justification of new initiatives and clear communication of progress. TORI placed an Engagement Director to work alongside the Task Force to identify new opportunities, support initiatives, identify relevant SMEs where appropriate and to facilitate any necessary external resourcing.
Outcomes: A TORI specialist Partner was appointed to identify performance improvement and cost reduction opportunities. Savings were identified in system parameters, application and infrastructure code, database access routines and many runtime parameters. Other changes were made to system housekeeping and application scheduling. Stretch target saves were achieved, and provided the European Retail Bank with a return on investment of over 300% based solely on first year savings.
Our specialist Partner was subsequently retained to further reduce mainframe consumption, as well as review the DASD storage tiers, mid-range Tape consumption reviews from some key mid-range applications.
The results of the past two years have shown savings greater than €10m in year one and greater than €15m in year two.
