A renowned global financial institution, offering a comprehensive range of insurance, investment, and retirement solutions.

The customer struggled with an outdated ITSM tool that failed to meet their evolving needs due to its lack of flexibility, scalability, and modern features. This led to manual data entry, duplicated efforts, and decreased efficiency. The unintuitive user interface created a steep learning curve, reducing employee productivity and requiring additional training and support. Additionally, asset and CMDB tracking depended on inaccurate and outdated data stored in Excel files, highlighting the urgent need for a more effective solution.

Implementing ServiceNow® IT Service Management Standard transformed the client's operations by integrating ITIL best practices with flexible configurations. This shift digitized manual Excel and Word forms, enabled dynamic approvals for service requests, and introduced a modern one-stop portal for streamlined service access, incident reporting, and knowledge retrieval. A centralized asset and configuration management database further enhanced tracking and operational efficiency.

We standardized processes by adopting best practices, designed and finalized the CMDB class structure, and developed product and asset models. We digitized manual forms, implemented structured IT workflows with approvals, and introduced a minimalist, intuitive one-stop portal.