Organizational Architecture and Service Delivery Re-Alignment based on ITIL and TOGAF: Case Study of the Provincial Development Bank

The operations function area is the core function areas of the development bank to serve its customer related to the financial needs. Interestingly, the total scope of services provided in this case can be categorized as small or not optimal compared to the total population of its coverage area in the West Java and Banten. The lack of customer confidence in the services offered can be said as one of the reason cause by the unpreparedness of organization to adopt business agility and technological innovation as their alignment framework. Thus, as the beginning, IT planning in the function area can be utilized as the solution to be implemented to increase the service delivery performance through strengthening the organizational architecture. To support this, Enterprise Architecture (EA) should align business and IT with mapping ITIL best practice as a foundation and practical direction to bring the company operational services to have sustainability in growth, profit and satisfaction. This study delivers the roadmap design using the TOGAF framework to identify the current state of the company and the desired IT architecture with business strategies in the area of operations functions.