KA2 delivers phase one of ServiceNow build out project for leading Retail Bank

27 July 2022

KA2 is delighted to be working with a Leading Retail Bank on their ServiceNow journey.

Our relationship with this client began in 2021 when they selected KA2 as their new ServiceNow Partner for future platform adoption.  After an internal review, they discovered that the platform did not support their current business requirements and future ambitions.  It also highlighted that they were not achieving commercial value from their existing licencing or benefiting from the full range of available functionality.

The main problem was that the platform did not manage the organisation’s key processes.  For instance, the Change Management process sat outside the platform with limited integration, and much of the core ServiceNow functionality was either not enabled or not fully leveraged.  In addition, with limited Discovery capability and the underlying data incorrectly structured, the data was not centralised, consistently captured, or trusted by users.

In addition, previous configurations had limited much of the platform’s capability, and adopting new functionality associated with their licence entitlement was problematic.

KA2’s key objectives were to maximise the value from the Bank’s investment by focussing on Configuration Management, Discovery, integration of processes and knowledge transfer to the client’s technical and service management teams and the end-users.

KA2 provided a new baseline and a solid platform foundation to support their business goals and transformation journey to deliver benefits across their organisations.

Working in close partnership with the newly appointed ServiceNow platform owner, the KA2 Engagement Director, Solution Consultants, and Business Analysts, all highly experienced in Configuration management and ServiceNow projects, were able to identify several key areas for improvement.  These improvements focused on the Data Model and CMDB, Incident Management including Major Incident processes, and integrating Change Management with the in-house processes managed in Jira.

In addition, KA2 built a plan to deliver structure around several other processes and capabilities, such as Knowledge Management, Service Portal, and Problem Management.  We also implemented Virtual Agent as a proof of concept for the client to evaluate its potential for adoption in the broader organisation.

The collaboration between KA2 and the Bank has proved to be a real success.  Our client now has a fit-for-purpose ServiceNow platform that will allow them to continue their journey to improve internal processes and ultimately support an enhanced customer and end-user experience.  The CMDB is now being updated automatically by the ServiceNow Discovery tool, ensuring that the data is trusted and centralised.  In addition, the client has seen a dramatic improvement in the return on investment from the ServiceNow platform and full utilisation of the licenced functionality.  They can now focus on further initiatives and enhancements, such as automation and improved user experience, confident that the platform can readily support their journey.

And using the KA2 Smarter Framework to provide strong project governance, delivered the project on budget and on time.  We are now working with the Bank on further projects to achieve its desired outcomes and set a defined pathway to continue their ServiceNow journey.

To find out how KA2 can support you achieve your transformation goals using ServiceNow, please get in touch with a member of the team.