The Analysis of Requests Addressed to IT Department of the Banking Industry

This paper describes an approach for conducting audit of request management process in the IT department of the bank. A key feature of the approach is the integration of the best practices and standards in the field of ITSM, such as IT Infrastructure Library (ITIL), Control Objectives for Information and Related Technologies (COBIT) and Business Analysis Body of Knowledge (BABOK). The aim of this paper is to develop recommendations that will help to reduce the number of incoming calls to the IT department of the bank. The study developed a methodology of a request management process assessment according to ITIL, modernized evaluation process methodology according to the COBIT and offered basic approaches and methods to audit on the basis of BABOK. As a result, the audit management process is provided and the main causes of a huge number of applications is identified. Moreover, several recommendations on the strategic, tactical and operational levels are proposed. Keywords: BABOK, ITSM, ITIL, COBIT, business analysis, request management process, methodology.