23 April 2020
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 of 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: