“ My first transformation project was implementing an ITIL-oriented service desk, centred around a no-ticket, no-problem mindset,” he says.“ ITIL gives a great grounding around service improvement and an understanding that IT is a service to the business and, increasingly so recently, a strategic enabler of value.
“ Today in IT, you need to be an underwriting expert, a risk engineering expert, have knowledge of claims, as well as IT knowledge. We have to partner with our business because they have a deep connection to our clients and their challenges.
“ If you look back 15 years ago when I first started, IT was essentially a backoffice function,” Matthew says.“ We had big systems that were not very flexible or agile. That’ s completely changed.
“ No business can service a client or give the kind of exceptional customer service we expect for our multinational programmes unless you have an IT service that works. It has completely come to the fore in terms of business enablement.”
The rise of digital technology This shift is crucial in an industry facing rapid technology-driven evolution.
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