To ascertain whether the culture and discipline of maintaining a knowledge sharing environment in the banking sector gives competitive advantage.

Conclusion

ITIL based processes are designed for easy customisation . In general technical first line support are motivated into using ITIL based processes because they offer customisation , consistent documentation they allow for gain of experience and skills among other factors that generally lead to improvement of customer experience and satisfaction . A review of the level of conformance to ITIL based best practises in Barclays and HSBC banks reveals high degree of conformance to best practices in both banks . This high level of conformance may be attributed to the consistency of ITIL based

processes and their use on a global scale . In addition , culture and disciplined approach to best practices can affect competitive advantage within the banking industry A strong and uniform organisational culture may help organisations in formulation of effective strategies . A disciplined approach to best practices provides a clear guideline on strategies that businesses can use to improve their internal capabilities . Furthermore , basing strategies on best practices help organizations develop norms that emphasize on high levels of performance . Organisational culture is a principal factor in determining the degree of adherence to ITIL best practices . Resistance which may affect implementation of ITIL based best practices is a potent risk that may arise from low or poor considerations of culture . Designing a knowledge sharing database requires extensive considerations on the processes that affect organisational data . An understanding of critical success factors in database development is also important in designing knowledge sharing databases . Use of models that help in capturing requirements and facilitate...