Digital Transformation in Banking Services and the Implementation of IT Service Management System in Accordance with ISO 20000-1:2018 – A Case Study of Al-Taif Islamic Bank

Abstract

This study aims to assess the level of readiness of Iraqi banks to adopt digital transformation as a strategic gateway for implementing an Information Technology Service Management System in accordance with ISO 20000-1:2018, through a case study of Al-Taif Islamic Bank. The study adopted a descriptive–analytical case study approach and relied on a standardized checklist derived from the ISO 20000-1:2018 clauses, supported by field interviews and documentary analysis of technical and organizational records. Data were collected from 36 assessment items distributed across seven core dimensions of the standard (context, leadership, planning, support, operation, performance evaluation, and improvement) .The results revealed that the bank achieved an overall compliance level of )84.26%(, with an implementation gap of )15.74%(, indicating a relatively high level of digital and organizational maturity in IT service management. The highest levels of conformity were observed in leadership, operations, and performance evaluation, while notable gaps appeared in documentation, knowledge management, and stakeholder integration .The findings suggest that Al-Taif Islamic Bank possesses a solid technical and organizational foundation for ISO 20000-1:2018 implementation; however, full compliance requires strengthening documentation systems, enhancing planning–execution integration, and institutionalizing continuous improvement practices to support sustainable digital transformation within the Iraqi banking sector.