Identification and Ranking Bank Stakeholders in IT Service Management

This study has been provided with the purpose of identifying and ranking the stakeholders in ITSM processes in the banking sector. This research method is exploratory and in terms of data collection, it was descriptive. The statistical population of the present study includes IT experts who dominate the IT service management processes in the Bank industry. Stakeholder identification was continued with interview until saturation; also, a sample of snowball method has been used, based on the opinions of 20 experts. Then, a questionnaire including the output of the first stage was developed to rank the identified stakeholders using the AHP method and the Expert Choice tool. 13 out of 112 stakeholders were determined and confirmed including Customer, Provider, Manager, Legislator, Business Development, Research and Planning, Branch, Project Manager, Security, Architecture, Official and Financial, Operations and Product Owner. The extracted stakeholder ranking criteria (power, stake and impact) were presented to experts for approval, due to the special requirements in the ITSM and the importance of response time, the "urgency" factor was added to the list of criteria. Based on the stakeholder ranking criteria, Legislator, Manager, Operations and Security are the first 4 categories of this ranking and Customer Related Department, Business Development, Research and Planning are also placed as the final categories. The bank, as a customer-centric services provider, has not focused on the customer. Iran's banking sector is based on regulation and the main concerns are Security and operations. Stakeholders in business development and research and planning are not empowered, and high stake are not expected for them.