Service management, SLA monitoring and reporting tools for service quality improvement: a real life work experience in the IT banking sector

This thesis examines IT Service Management (ITSM) practices in the banking sector, focusing on service quality improvement through systematic monitoring, reporting, and the application of ITIL frameworks. Drawing from a professional experience as a service manager at GFT Italy, managing Application Development and Maintenance (AD&M) services for a bank, this work bridges theoretical ITSM concepts with practical implementation challenges in a highly regulated financial environment. The research begins by establishing the theoretical foundations of service management, exploring its main models, and examining their specific application in banking contexts where operational reliability, regulatory compliance, and cybersecurity are a focus aspect. It provides comprehensive analysis of the ITIL 4 framework, detailing its Service Value System, Service Value Chain, the four dimensions of service management, and service management practices including incident management, problem management, change management, and service level management. The thesis gives an overview of the integration of Agile, ITIL, and DevOps methodologies, demonstrating how their synthesis enables organizations to achieve rapid software delivery while maintaining operational stability and regulatory compliance. It explores Application Lifecycle Management tools, with details of three platforms widely adopted in banking: Jira, Azure DevOps, and ServiceNow. In particular, ServiceNow's capabilities for application maintenance in banking environments, including its customizable dashboards, flexible licensing models, and ITIL-aligned workflows, are highlighted. The practical component presents multiple case studies from GFT's Data Warehouse Management service operations, illustrating real-world implementations of monitoring tools, quality measurement frameworks, and reporting mechanisms. The thesis documents the development and optimization of ServiceNow dashboards for real-time incident tracking and SLA compliance monitoring, the implementation of data analysis procedures using DWH reporting tools and Excel-based queries for KPI calculation, and the design of monthly service reviews that enhance transparency and stakeholder communication. These implementations demonstrate measurable improvements in service quality monitoring, response time tracking, and operational efficiency. Quality of Service (QoS) measurement emerges as a critical theme, regarding performance metrics, customer feedback analysis, benchmarking strategies, and continuous improvement initiatives. The thesis examines how effective service reporting impacts decision-making, operational efficiency, customer satisfaction, and compliance management. Additionally, it explores trust-building strategies in banking client relationships, emphasizing consistency, transparency, accountability, empathy, and data security as fundamental pillars. This research contributes to both academic understanding and practical application of ITSM in banking by demonstrating how structured service management frameworks, supported by appropriate tools and methodologies, can enhance service delivery quality, ensure regulatory compliance, and drive continuous improvement in complex financial IT environments. The findings provide actionable insights for service managers, IT professionals, and banking institutions seeking to optimize their service management practices while navigating the challenges of digital transformation, regulatory requirements, and evolving customer expectations.