In 2000 ING started centralizing mail and directory services. The newly created Global Infrastructure Services (GIS) department took on responsibility for this service. Within GIS serveral sub departments were created; Directory Management Centre (DMC), Mail Management Centre (MMC) and Network Management Centre (NMC). These departments where responsible for the tactical management of the services. Operational management was done by several service providers worldwide.

Responsible for:

• The creation of a worldwide organization for management of the ING directory service. This included the following tasks:
• Instituting the tactical ITIL processes (service level/contract management);
• Controlling various service providers around the globe;
• Creating Service Level Agreements with suppliers and customers.