RBS

Global IT Service Management Implementation for RBS

The Challenge

RBS needed to streamline workflows in order to improve user experience, save time and ensure continued compliance with the new standard of banking regulations.

The Solution

15 technical integrations and the amalgamation of 2 CMDBs into a single, brand-new service model

The Outcome

RBS have a modern and integrated service management tool which has resulted in improved execution times and employee engagement.

The Organisation

Royal Bank of Scotland is part of the Natwest Group and has been serving customers since 1727. Committed to helping their customers with all of the things that matter in life, RBS has continually paved the way for banking and supported Scotland’s economic and industrial development for centuries.

Find out more about RBS here.

The Challenge

RBS had just responded successfully to a S166 review from the Bank of England and the next step was to transform their legacy IT service management toolset to ServiceNow. The review was completed using their existing systems which were 25 years old, meaning integration was lacking and the interface was dated.

On-going support for systems was no longer available due to age and complexity, and the user-experience was inefficient, with the time needed for to create a change record being approximately 2.5 hours. RBS needed to streamline workflows in order to improve user experience, save time and ensure continued compliance with the new standard of banking regulations.

The Solution

We analysed the current workflows and RBS’ requirements before starting with the champions methodology. Including Operational Teams in the change, we were able to increase collaboration to improve adoption rates and follow all standard change practices that RBS already had in place.

The ServiceNow implementation included 15 technical integrations and the amalgamation of 2 CMDBs into a single, brand-new service model. The whyaye mob were responsible for leading the implementation on behalf of Executive Stakeholders and managing the technical delivery partners, as well as ensuring all users were fully trained and confident in the change. We were also responsible for designing and implementing the support, operation and development model for ServiceNow within RBS going forward, in alignment with the Scaled Agile framework.

I’ve worked with the team on a number of occasions on challenging and critical assignments and my experience has been hugely positive. The team are energetic, engaging and tackle large complex problems systematically, with pace and drive. I’m specifically impressive with senior stakeholder management and organisational awareness, taking teams on the journey – the work was collaborative and ultimately has made long-term embedded change and improvements to the organisation. Senior Manager - RBS

The Outcome

The IT Service Management implementation was deployed in just 10 months to 14,000 active ITIL process users. This enabled 46,000 hours of colleague’s efforts to be redirected on customer value.

Since the implementation of ServiceNow, RBS have a modern and integrated service management tool which has resulted in improved execution times and employee engagement. Moving from a dated and ‘at risk’ system, RBS now use a platform that is supported and flexible, with the ability to adapt for future advancements.