Retrieving new keys for activation mobile banking application on ATM is a blend of the traditional channel and the modernization of new technologies in IT. Banking system is very specific and closed environment which gave me totally new perspective on delivering new service for customers. I gained the knowledge and experience in listening customers’ needs working in tech support at one of the leading banks in Croatia. Although the banking system is a subject of various regulatory obligations due to sensitivity of the information that mobile application is providing there was no wide selection of new ways to retrieve the keys. Working in customer support, I gathered the knowledge of two sectors: the business side responsible for developing new services and the IT sector responsible for implementation and delivery. Given that the service exists in internet banking, I found the equivalent of a token that existing users use - a current account card. The card, as well as the token, is protected by a PIN, which guarantees the security of the service to the users. Retrieving keys for activation mobile banking application on ATM relies on ITIL best practice. ITIL is not standard and it’s easy to implement, what is his big advantage. This thesis is about implementation of a new service, the cooperation of various banking sectors, which result in continuous service improvement. Continual service improvement is the most important part because it monitors user experience and models service according to the user’s needs.