November 2012: BankservAfrica, an automated clearing house is using ITIL best practices to improve and lower the cost of services to clients, and provide a framework that will enable the organisation to identify and implement continual operational improvements. Marvel's MSM Expert, an integrated ITIL-based solution has been chosen to assist with the initiative.

Chris Nolte, head of operations at BankservAfrica, stated "The real task will be mapping the organisation's processes into the ITIL framework to measure and benchmark our operations, understand what we are doing and embark on improvement. This 'measure, review, improve' process is ongoing", he emphasises, "it is a journey. It is what will ensure the organisation remains a world class organisation providing world class services and has the agility to continue meeting the changing needs of its clients."