Client background & business context

  • Client: leading European financial services provider headquartered in Munich, Germany. 
  • Project: migrate the asset and risk assurance process used in the Technology organizational unit from a set of spreadsheets to ServiceNow where it can be easily integrated with existing functionality 

Challenges

  • Productivity issues: Blending in a digital evolution journey with ongoing operations that have relied for a long time on obsolete tools & processes is certainly not an easy endeavour for a lot of companies. In this case, relying on spreadsheets to ensure functionalities had become a critical blocker for operational efficiency, visibility and even employee performance. Our client was in search for a reliable partner to advise, adjust and automate a critical process for their business. Enter ServiceNow integration with a touch of customer-centric mindset. 

Our approach

The fundamental requisite of any project we get involved in is us diligently understanding our client's business need, even beyond what the client initially asks. For this purpose, the need to design a solution to their spreadsheet's usage was obvious from the beginning, but more than saying the obvious, we wanted to build an alternative that was fully customized to our client's processes. 

We then applied our technical insight of the ServiceNow surrounding technologies to their requirements and made sure that, throughout our collaboration, the client would be informed of every progress and iterations. 

In short, the steps of this project consisted of: 

Designing the solution based on the client’s requirements  

Creating a new scoped application to support the logic behind the process  

Implementing requirements and integrate with existing CMDB and Project Management functionality in ServiceNow  

Ongoing consultancy for process improvement 

  • Designing the solution based on the client’s requirements 
  • Creating a new scoped application to support the logic behind the process 
  • Implementing requirements and integrate with existing CMDB and Project Management functionality in ServiceNow 
  • Ongoing consultancy for process improvement 

 

Technologies

  • Service Now 
  • JavaScript 

Results

By partnering with us, the client benefits from an optimized and automated process for enhanced operational efficiency and the possibility of leverage ServiceNow to make IT support more convenient and efficient. The results encompass: 

  • Improved overall process by joining all functionality into one system 
  • Automated process approval generation and annual review tasks 
  • Positive customer feedback which developed into new projects on the same topic 

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