KA2’s client is a globally recognised investment bank that offers risk management, trading solutions and debt financing to help address its customers’ challenges. In 2017, the client launched a company-wide digital transformation initiative driven by a regulatory requirement to separate its investment arm from the retail side of its business.
As a customer-focused business, customer experience, satisfaction and efficiency are key priorities for the bank and they were keen to introduce new and better ways of working through the adoption of a cloud-first IT strategy. Several work streams emerged from the initiative, one being to transform the organisation’s operating model to align it with the new strategy. To achieve its target operating model, the client needed to transform several areas of its business, including modernising its IT Service Management function.
The bank sought to implement a cloud-first ITSM strategy that would enable it to achieve two core objectives:
As the first step on its transformation journey, the bank’s approach was to select the industry-leading platform – ServiceNow and to partner with KA2. KA2 has extensive experience in implementing new, out-of-the-box instances of ServiceNow in the highly regulated financial services sector, and its Smarter Framework ensures a security-led, outcomes-based IT change programme is delivered.
In order to implement a modern ITSM function that supported the entire business, whilst ensuring compliant operations, KA2 would need to challenge the status quo and guide the bank to fully explore and leverage the opportunities and benefits of the change programme.
Leveraging its Framework and expertise KA2:
Developed an 18-month ITSM roadmap to guide the bank through the platform implementation and development process, which would both scale with the business demand and ensure that information security and internal governance controls were integrated into the target operating model.
The ServiceNow platform has enabled the bank to be highly effective in the delivery of its wider Digital Transformation objectives – the bank has now moved toward a zero-lead time change request process.
By leveraging the Smarter Framework, the bank has established the cultural changes required to deliver better outcomes in terms of programme success, time-to-market and conformity to compliance requirements.
By delivering an out-of-the box implementation of ServiceNow the bank will benefit from sustainable lower platform administration costs and can enjoy rapid adoption of new features.
Adopting a new Operate Model, facilitated by ServiceNow has enabled the bank to become more efficient, reduce costs, improve reporting and accelerate change.
Awarded ServiceNow 5-Star Customer Satisfaction Rating
“KA2 not only led the implementation of our ServiceNow platform, but also helped us identify and take advantage of the opportunity to develop a foundation for continuous innovation.”