A Digital bank that contributes to the growth of Malaysia’s digital transformation and broaden access of its citizens to financial services, particularly the underserved and underbanked, as well as micro, small and medium enterprises (MSMEs).

As a rapidly growing startup, the organization needed a robust and feature-rich ITSM platform to streamline internal IT operations. To support their vision for expansion, they required a scalable solution that could adapt to increasing user numbers, support a broader range of services, and integrate with future applications.

The greenfield implementation of ServiceNow® ITSM Standard allowed the organization to automate the lifecycles of incidents, problems, changes, and requests, boosting productivity and ensuring alignment with industry best practices from the outset.

By utilizing ServiceNow's out-of-the-box best practice workflows and configurations, the organization achieved a faster time to value without lengthy development cycles. The Employee Service Center portal empowered users to independently manage their IT needs, submit requests, track progress, and find solutions, enhancing their overall experience. Pre-defined workflows and automated notifications ensured critical issues were immediately visible and prioritized, enabling swift action. Additionally, user-friendly post-interaction surveys provided valuable feedback on internal customer experiences.