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South Africas automated clearing house, BankservAfrica, has implemented Marval’s MSM Expert, an integrated ITIL-based solution, in an attempt to increase IT service efficiency

BankservAfrica said that this would lower the cost of services to clients and provide a framework that would enable the organisation to identify and implement operational improvements.

BankservAfrica operations head, Chris Nolte, said that an integrated view of all ICT service systems was needed for the organisation to improve its quality of service. 

“Marval will ensure that we have clearly defined processes with improvement measures and transparency in operations," said Nolte. 

"As an ITIL solution, we can be assured of best practice integrated IT service management.”

BankervAfrica said that the company conducted approximately two billion financial transactions a year, including interbank transactions and debit and credit card transactions.

Marval’s IT Service Management Expert solution will replace all of BankservAfrica’s disparate systems and provide an ITIL certified governance framework.

The solution rollout has begun and will be accompanied by ITIL training of all staff.

The first phase of the project has seen the Marval ITSM solution implemented for incident management and service desk, change management and problem management. A knowledge management component will be introduced in later phases of the project.

“By increasing the efficiency of our operations and specifically the IT services, we can add further value to our primary clients, the financial institutions, and their customers," said Nolte.

“With changing market dynamics, there are high demands on performance. For example, debit cards as a primary means of transacting is becoming more pervasive.

"Our clients and consumers expect 24x7 access to transact. At the same time, we are dealing with very sensitive information.

"In addition, there are the King III good governance and the Payment Card Industry (PCI) Data Security Standards (DSS) to conform to."

Marval South Africa executive director, Edward Carbutt, said, “Marval’s ITSM solution offers BankservAfrica the functionality needed to consolidate its IT Service Management functions into a single integrated system while adopting ITIL and best practices.

"This solution will allow BankservAfrica to understand IT service demands along with the cost of, and value derived from the application of, its resources.”