ServiceNow – Large UK Bank

    A Major UK bank had grown significantly through organic growth but was operating a very siloed, regional, high-cost IT support model. While a level of incident and change management was in place there was no consistent approach globally due to a lack of policy, governance, procedures, and tooling.  The bank mobilized a global change programme to implement an IT Service Management Operating Model aligned to ITIL.

    Our Approach

    The consultant worked with the overall programme manager, key stakeholders and functional heads to

    • Establish 24×7 offshore support function
    • Conduct vendor and staff selection
    • Define standard service catalogue and SLAs
    • Define underlying processes and process owners
    • Partner with technology to select , test and implement ITSM tooling
    • Define and implement training for all new staff
    • Transition low touch, high volume activities to offshore function
    • Establish appropriate governance for incident, problem, change and release

    The major advantages reaped were:

    • IT CAPEX and OPEX costs were reduced through the use of standardised, re-usable service catalogue items.
    • Effective problem management implemented and number of incidents reduced.
    • Standardised tooling (Remedy) deployed across all locations.
    • Cost efficiency saves were realised by transitioning high volume processes to low cost locations. High volume processes were automated to improve SLAs.
    • In addition local support teams were able to dedicate more time to business IT and customer satisfaction improved.