ISS benefits firms to advance and grow their universal strategies in order to accomplish modest advantages. ISS discourses the delivery of IS competences, capitals and amenities such as systems expansion, IT procedures and user care. It is an iterative route to align IS/IT competence with corporate desires. However, strategy gap has seemed to be an anxiety for researchers and practitioners due to business changing aspects and complexities both in developed and developing countries over the latter era. The incapability to understand value from IS venture and incapability of IS funds to deliver the planned business value is due to strategy gap of organizations. Specifically, in the case of Ethiopia the banking sector has visible strategy gap. rnThe objective of the study is to propose a robust ISS development framework by discovering CBEâ€™s current practice for the success of the bank. To this end, qualitative exploratory case study has been adopted as a research approach. Interview and document analysis have been used as a data collection method. The collected data have been analyzed using different strategy analysis tools like 7S McKinsey, PEST, and SWOT. Based on internal and external environment analysis factors like strength, weakness, opportunity, and threat for the bank have been clearly indicated as a finding of the research. Additionally, internal and external challenges for CBE IS/IT practice have been discovered in this study. The findings of the study revealed that the current ISS practice of CBE is not clear and formal. The study showed that governance problem, existence of business driver and IS/IT support strategy, and the view of the business and top management about IS/IT value are key factors for not having formal and clear ISS for CBE. This study proposed a refined ISS development framework and the framework has been evaluated using questionnaire; consequently, it acquires 87% recognition by the respondents. rnThe proposed ISS development framework can be used by CBE as a lens to formulate and implement its ISS and to take competitive advantage on technology. Additionally, the proposed ISS development framework brings theoretical contribution to the world since it refines the existing framework by adding new dimensions like IS/IT governance, IS service management, change management, identity and access management, ISS periodic assessment, and competitive advantage. The researchers concluded that CBE faced with ISS deficiency. Finally, the researchers recommended CBE to formulate and implement ISS using the proposed solution framework in order to fix the strategy gap and to get competitive advantage on technology.