Backup and Recovery Target Operating Model


Client 

A major UK-based financial services organisation renowned for its diverse portfolio of trusted brands, it serves millions of personal and business customers. Focused on innovation, sustainability, and customer-first principles, it plays a critical role in the UK’s financial ecosystem.

Challenge

This leading bank needed a resilient, future-proof operating model for Backup and Recovery services to meet evolving regulatory requirements for operational resilience while navigating a complex digital transformation. However, a lack of clarity around existing outsourced service arrangements and capabilities posed a significant challenge. 

Approach

To address these challenges, Airwalk Reply:

  • Conducted an ITIL-based maturity and capability assessment to establish a clear baseline.
  • Designed a target operating model focused on team structure and end-to-end product lifecycle management.
  • Performed a comprehensive cost-benefit analysis across multiple support options to drive informed decision-making.

Results

  • Enhanced Service Management: Defined and mapped 17 ITIL Service Management Practices, ensuring a structured approach.
  • Optimised Operating Model: Established a clear target-state structure with well-defined roles and responsibilities.
  • Strategic Roadmap: Developed a phased product roadmap, outlining transition states to support long-term operational resilience.

This structured, data-driven approach enabled the bank to strengthen its Backup and Recovery services while maintaining momentum in its digital transformation.



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