Our work in practice

MEET OUR CUSTOMER

Our customer is a multinational banking and financial services corporation. They have over 5 million retail customers and over 22k staff.

THE GOAL

Our client was using the ServiceNow platform for IT risk management. The teams were not using the full functionality of the platform and the data model didn't allow them to easily link risk related processes. This meant timely and insightful reporting was not possible and processes were inefficient with duplication across different teams and high levels of manual effort were required to provide the necessary insight.

WHAT WE DELIVERED?

Implement a business service led data model. We supported the client to implement a business service led data model (known as Common Services Data Model) which allowed them to link all risk related processes to business services. This allowed them to have one view of the world. We helped them implement policy and compliance, risk management, vendor risk management (including a funky portal to allow vendor to complete assessments) and audit.

HOW DID WE DO IT?

We worked extensively to ensure our customer understood and adopted the platform. We adopted an agile approach so could get 'fast feedback' from the client and 'course correct' in a timely manner. During the project we were continually implementing enhancements to meet business needs and at the end of the project we walked away knowing the client team had been upskilled and could manage the platform themselves.

RESULTS & BENEFITS

The CSDM allowed them to have one view of the world so could generate timely and insightful information. Having all the functionality on the platform meant 1st, 2nd and 3rd line all using the same platform so have a common view which removes inconsistency and duplication.

DON'T TAKE OUR WORD FOR IT...

"In a congested ServiceNow Professional Services environment, strategic advisory, mobilisation and recovery across all implementation disciplines is a particular strength; what these guys don't know about setting up and running your ServiceNow delivery really isn't worth knowing."