ITSM for DORA – Consulting on Resilience and Compliance

With the Digital Operational Resilience Act (DORA) coming into effect, banks, insurance companies, financial service providers, and their IT partners face a key challenge: they must demonstrate the digital resilience of their IT systems. DORA requires a high level of cyber resilience, reliable incident management, clear business continuity plans, professional third-party risk management, and comprehensive reporting obligations. Many organizations are finding that their existing structures and processes are not sufficiently prepared for these requirements. This has created an urgent need for consulting services on DORA-compliant IT service management.

A consistent IT Service Management (ITSM) in accordance with best practices such as ITIL^® provides the ideal foundation for implementing DORA requirements. ITSM ensures clear responsibilities, standardized processes, and reliable documentation—from Change and Incident Management about Service Continuity all the way to the control of Third-Party IT Providers. With a targeted ITSM framework, regulatory requirements can not only be met but also leveraged as an opportunity to create a more resilient, efficient, and future-ready IT organization.

Our ITSM consulting services for DORA include:

• Gap Analysis: We assess the maturity level of your ITSM processes and identify gaps in terms of DORA compliance.
• Roadmap Development: Creating a customized roadmap for how your organization can achieve DORA compliance.
• Process Design & Optimization: Customization and implementation of core ITSM processes such as Incident, Problem, Change, Service Continuity, and Supplier Management.
• Tool Integration: Consulting and support for the implementation or customization of ITSM tools that document and verify DORA requirements.
• Awareness & Training: Training sessions and workshops to help your team understand and confidently implement regulatory requirements.

• DORA Compliance: You meet the legal requirements of the Digital Operational Resilience Act and can provide auditable proof of this at any time.
• Greater Resilience: Your IT will become more resilient to cyberattacks, disruptions, and crises.
• Improved Efficiency: Standardized ITSM processes reduce risks, prevent duplication of effort, and ensure clear lines of responsibility.
• Trust & Competitive Advantage: IT that is demonstrably DORA-compliant strengthens the trust of customers, partners, and regulatory authorities.

Our consulting services are aimed at companies in the financial sector and their IT service providers that are affected by the requirements of the Digital Operational Resilience Act. These include, in particular:

• Banks and Savings Banks
• Insurance
• Payment Service Providers and FinTechs
• Asset Management Companies
• IT providers, outsourcing partners, and critical third-party vendors in the financial sector
• Whether directly regulated or involved as a service provider—wherever DORA compliance is required, ITSM provides the right foundation for designing processes that are resilient, auditable, and future-proof.

DORA is far more than a regulatory requirement—it is a driver of sustainable resilience, security, and efficiency in IT. With robust IT service management, you can lay the groundwork not only to meet the requirements of the Digital Operational Resilience Act but also to deliver real added value for your organization. We help you professionalize your processes, manage risks, and build trust among customers, partners, and regulatory authorities.

In short: With ITSM, DORA goes from being an obligation to an opportunity.