Produced and maintained by the UK’s Office of Government Commerce, the ITIL framework has been adopted by DTCC as part of its commitment to quality and process excellence.

In adopting ITIL, DTCC counts itself among hundreds of companies worldwide that require agility in their Information Technology capabilities, but must still adhere to the industry’s best practices to ensure security, quality and extensibility in IT infrastructure.

The adoption of ITIL at DTCC represents a multi-year effort that began in the fall of 2004. In 2005, after an intensive period of assessment and development, DTCC rolled out its first implementation of ITIL processes and tools, specifically the Incident and Problem Management components. In 2006, we introduced the Change Management process, increasing the flexibility of our systems and streamlining problem resolution.

In 2007, DTCC established its ITIL metrics program, to measure the effectiveness and efficiency of ITIL at DTCC. Measuring against established targets, the metrics drive improved process compliance and adherence.

The benefits of implementing ITIL at DTCC were seen almost immediately in terms of increased efficiency resulting in cost savings for our customers. In 2008, DTCC subsidiaries again reduced their fees, which will result in a net savings to the industry of an estimated $198 million for the year, the largest ever single-year fee cut.

With the ITIL processes of Incident, Problem and Change Management firmly in place, DTCC is now turning its focus towards Configuration Management and tools that support a Configuration Management Database (CMDB). This process will capture relationships among all the diverse parts of our technological infrastructure and how they support DTCC-provided services. Having this process in place will greatly improve DTCC's customer and service support, strengthening our commitment to quality, risk mitigation and reliability.