A publicly traded banking and financial institution of Malaysia. It offers a comprehensive range of banking and financial solutions to customers of all segments.

The organization’s IT service management (ITSM) was bogged down by a cumbersome paperwork system. Incident and request management depended on manual emails, with employees struggling through paper forms and signatures, causing delays and frustration. Tracking incidents and requests was tedious due to scattered information across emails, forms, and spreadsheets, making it hard to monitor progress and meet Service Level Agreements (SLAs). Without automated tracking and reporting, measuring performance and ensuring timely resolutions was a constant challenge.

With ServiceNow® ITSM, we implemented Incident, Problem, Change, Knowledge, Service Portal, Service Catalog, SLA, and Surveys, creating a seamless workflow for each process from initial request to resolution. This integration significantly enhanced both efficiency and user experience.

Automated workflows and centralized management improved efficiency by reducing manual tasks and streamlining operations. The self-service portal enhanced user experience by enabling users to find solutions and submit requests independently, boosting satisfaction. Increased visibility through real-time insights into IT processes and metrics facilitated data-driven decision-making. Additionally, seamless integration with Managed Engine for asset and configuration item synchronization and Imperva for security incident event triaging further optimized the system.