First National Bank (FNB) Botswana is one of the leading financial institutions in the country and is part of the prominent First National Bank group. As a financial entity that operates across countries and continents, the company needs to comply with a multitude of regulations and governance practices both locally and internationally. In an effort to improve IT governance and align with the principles of IT, FNB Botswana called upon Marval South Africa to assist with training and ITIL process development. Since a large proportion of FNB’s business relies on the availability of IT infrastructure and service, downtime can be costly in terms of the impact on the bank’s customers and the loss of income it incurs.