ITIL Compliant Processes Implementation For Barwa Bank Customer


Barwa Bank, the newest Islamic bank in Doha, Qatar, is licensed and regulated by the Qatar Central Bank. With Authorized Capital of QAR 4 billion, and Issued Capital at QAR 3 billion, Barwa Bank provides a full range of Shari’ah compliant banking services including retail, corporate and commercial banking, business banking, private banking, real estate finance, structured finance, investments and asset management.

In 2009, Barwa Bank acquired 100% of The First Investor Q.S.C. (TFI), the largest closed shareholding Qatari investment banking firm in Qatar.

Customer’s Business Challenges:

The Barwa Bank’s IT department failed to deliver the desired level of quality services. They required a strategical designed roadmap in order to perform in the best possible way for IT Service Management. However, due to the nonexistence of a defined process, it led to the following problems:

  • Repeated delays in fulfilling the user requirements against service requests made by them.
  • Recurrence of the same issues / incidents.
  • Absence of any defined methodology for the working of service desk.
  • Guidelines for analysis of incidents to identify the real problems was not available.
  • Management of the knowledge available for managing the issues/ incidents not done to assist the service agents.

ITIL Compliant Processes Implementation

VSI’s Proposed Solution:

Visionet proposed a detailed methodology and attained approval from Barwa Bank before implementing any solutions with the intention of acquiring the client’s full confidence in our working and a coordinated effort takes place towards overcoming the problems being faced. Following was the methodology:

Visionet developed a state-of-the-art ITIL compliant processes for IT Service Management that included:

  • Service Desk Management
  • Service Catalogue Management
  • Service Request Management
  • Service Level Management
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Change Management
  • Configuration Management

Business Benefits:

By implementing an ITIL compliant process for Service Management, the IT department in Barwa Bank was able to ameliorate the work quality in IT Service Management, thus improving their availability and enhancing their reliability and security of mission critical IT services. With the identification of root causes of issues, the management was able to streamline the business processes and simplified the decision-making process. The cost-effective solution, provide by Visionet, enabled the client to easily eliminate redundant work. Through a quick response delivered in a fast resolution time, the customer was able to attain progressive business benefits by easily gauging their performance for continuous improvements within their processes. Our clear strategy guidelines for organizational processes facilitated the staff in delivering the IT services to the end users in the best turnaround time.