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The IT section was listed under the Market Operations Department and consisted offive units namely the Trading and Clearing, Settlement and Depository System unit,Maintenance and Development Unit, Technical support unit, System Support unit, andNetwork and Security unit. The heads of the five aforementioned units report directlyto the head of the Market Operations Department.The operational manager got an interesting advice from his assistant manager whoused to be the chief information officer (CIO) at HSBC bank, UAE, which at that timehad already implemented ITIL. The operations assistant manager suggested that ITILshould be implemented as it will not only fix the current situation but it will alsoimprove future performances. He promised the operational manager that ITIL wouldhelp increase the efficiency, minimize the downtime, cut the operational cost, andimprove the service quality. The operational manager who knew nothing about ITILacted upon this recommendation and appointed one of the IT team members to beresponsible for the implementation of ITIL. This was how the ITIL initiativestarted at this firm.
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