Towards Superior Banking Services Examining Service Strategies and Service Operations Using ITIL as Framework
DOI:
https://doi.org/10.55123/ijisit.v1i1.18Keywords:
Service Strategy, Service Operation, Information Technology, ITIL, IT service qualityAbstract
The implementation of Service Strategy and Service Operation in the banking industry is a key element to improve the quality of information technology (IT) services, strengthening customer satisfaction, and achieve business goals. This research involved analysis of eleven journals that showcased ITIL implementations in the context of financial institutions, highlighting the challenges, solutions, and benefits gained. The findings show that banks have implemented Service Strategy in their operations, as well as using ITIL as a framework. However, there is still room for improvement, such as more regular evaluations. Each bank has unique challenges and opportunities that affect their Service Operation implementations. With a commitment to continuous improvement, banks can continue to improve the quality of IT services, increasing customer satisfaction
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