The Impact of IT Governance Framework on the Effectiveness of IT Support Teams in Investment Banking: A Focus on Information Technology Infrastructure Library (ITIL)

Abstract

Digital transformation within investment banking has increased dependence on structured information technology support functions for service continuity, regulatory alignment, and operational reliability. In such environments, system disruptions may expose organizations to financial loss, compliance scrutiny, and reputational pressure, which heightens the relevance of formal governance arrangements. Among established governance mechanisms, the Information Technology Infrastructure Library (ITIL) is widely applied to organize service support and information technology service management activities. Yet, variation in implementation outcomes remains evident across institutions operating under comparable technical conditions. The investigation explores how organizational culture influences the application of ITIL practices and how these practices shape the functioning of information technology support teams. Cultural characteristics are examined through the Organizational Culture Assessment Instrument (OCAI), which captures prevailing value orientations within investment banking organizations. Analytical attention is directed toward core ITIL service support areas, including incident handling, problem management, and change coordination, with emphasis on their execution within culturally embedded work settings. The findings indicate that cultural configurations marked by role clarity, internal coordination, and accountability align more closely with effective ITIL application, whereas cultural misalignment corresponds with procedural tension and reduced service responsiveness. The analysis advances understanding of governance effectiveness by clarifying how cultural context conditions the operational use of structured service management frameworks in investment banking.