Clydesdale and Yorkshire Banks to Implement ServiceNow to Manage IT Infrastructure
Holding company Clydesdale and Yorkshire Bank Group (CYBG) - which includes banks of Clydesdale and Yorkshire - decided to use the ServiceNow platform for managing and organizing IT services (ITSM). Then we will tell you why this choice is justified and what plans are building companies for the future.
/ Flickr / Giuseppe Milo / CC
Yorkshire Bank (its first name is West Riding Penny Savings Bank) appeared in 1859 in the city of Halifax thanks to Colonel Edward Aykroyd ( Edward Akroyd ). At one time, this bank was the first that founded the so-called school banks in order to popularize the idea of ​​accumulating money from an early age. As for the Clydesdale Bank, it was founded in 1838 in Glasgow and is considered the smallest of the three banks of Scotland that issue banknotes.
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Both of these banks belonged to the National Bank of Australia, but since February 2016 they have been working independently, but in a single team - as part of the CYBG. Representatives of the holding say that they regularly improve their business processes and develop technologies in order to provide customers with better service.
For example, the introduction of the digital banking platform “B” for financial and account management increased the frequency of using banking services by 27%. The company intends to further develop the IT infrastructure. To this end, it was decided to introduce an automation system for managing and processing information. For this, representatives of CYBG turned to ServiceNow.
Before ServiceNow, the company used the BMC Remedy platform, however, according to Scott McGarvey, head of ITSM-direction at CYBG, the solution did not meet business needs: it lacked flexibility, the user interface was inconvenient, and the system components could not be integrated.
In CYBG, we were looking for a cloud platform with wide functionality out of the box. And opted for ServiceNow. As McGarvey notes, the new ITSM solution is modular and will allow estimating the rate at which solutions are delivered to the market by measuring KPIs for time and cost. At the same time, the system will simplify work with ready-made solutions by automating routine technical support tasks (for example, resetting user passwords) and transferring a part of services to the self-service model.
Three-month testing of the new platform has already been completed , and the first stage of the implementation of the solution at the corporate level is scheduled for 2018. For the implementation of ServiceNow, banks use an iterative approach and will add new features as the project expands. Such a strategy, according to McGarvey, will help IT employees and users gradually get used to innovations, and the alternation of “costly” and “less expensive” stages of solution implementation will help balance the budget.
/ Flickr / Pavlo Petrenko / CC
In recent years, ServiceNow has expanded the number of applications for its platform. Partnerships with Cisco, Google, Okta, and others allowed using the service to implement HR and security management processes. Therefore, according to McGarvey, after the launch of ServiceNow in CYBG they plan to gradually begin to use its capabilities in other divisions of banks, in addition to IT.
CYBG is not the only financial institution that uses the capabilities of ServiceNow. The Royal Bank of Scotland has also implemented this platform. Previously, any change request was introduced in the organization using 5 tools, and it took 7 hours of working time (for more information about change management, see our blog).
The introduction of ServiceNow has reduced this time by 76%. As a result, the Royal Bank of Scotland saved 46 thousand hours of working time per month.
Another case - the Bank of Ireland ( Bank of Ireland ). The bank management decided to introduce a flexible platform for automated service management and chose ServiceNow. As a result, the change processing time was reduced from 20 to 5 minutes, and the work of the bank's IT department became more harmonious.
Several practical cases and materials on the topic from the blog "IT Guild":
A couple of fresh posts about ServiceNow from our blog on Habré:
/ Flickr / Giuseppe Milo / CC
Yorkshire Bank (its first name is West Riding Penny Savings Bank) appeared in 1859 in the city of Halifax thanks to Colonel Edward Aykroyd ( Edward Akroyd ). At one time, this bank was the first that founded the so-called school banks in order to popularize the idea of ​​accumulating money from an early age. As for the Clydesdale Bank, it was founded in 1838 in Glasgow and is considered the smallest of the three banks of Scotland that issue banknotes.
')
Both of these banks belonged to the National Bank of Australia, but since February 2016 they have been working independently, but in a single team - as part of the CYBG. Representatives of the holding say that they regularly improve their business processes and develop technologies in order to provide customers with better service.
For example, the introduction of the digital banking platform “B” for financial and account management increased the frequency of using banking services by 27%. The company intends to further develop the IT infrastructure. To this end, it was decided to introduce an automation system for managing and processing information. For this, representatives of CYBG turned to ServiceNow.
Why choose ServiceNow
Before ServiceNow, the company used the BMC Remedy platform, however, according to Scott McGarvey, head of ITSM-direction at CYBG, the solution did not meet business needs: it lacked flexibility, the user interface was inconvenient, and the system components could not be integrated.
In CYBG, we were looking for a cloud platform with wide functionality out of the box. And opted for ServiceNow. As McGarvey notes, the new ITSM solution is modular and will allow estimating the rate at which solutions are delivered to the market by measuring KPIs for time and cost. At the same time, the system will simplify work with ready-made solutions by automating routine technical support tasks (for example, resetting user passwords) and transferring a part of services to the self-service model.
Three-month testing of the new platform has already been completed , and the first stage of the implementation of the solution at the corporate level is scheduled for 2018. For the implementation of ServiceNow, banks use an iterative approach and will add new features as the project expands. Such a strategy, according to McGarvey, will help IT employees and users gradually get used to innovations, and the alternation of “costly” and “less expensive” stages of solution implementation will help balance the budget.
/ Flickr / Pavlo Petrenko / CC
In recent years, ServiceNow has expanded the number of applications for its platform. Partnerships with Cisco, Google, Okta, and others allowed using the service to implement HR and security management processes. Therefore, according to McGarvey, after the launch of ServiceNow in CYBG they plan to gradually begin to use its capabilities in other divisions of banks, in addition to IT.
Who else works with SeriveNow
CYBG is not the only financial institution that uses the capabilities of ServiceNow. The Royal Bank of Scotland has also implemented this platform. Previously, any change request was introduced in the organization using 5 tools, and it took 7 hours of working time (for more information about change management, see our blog).
The introduction of ServiceNow has reduced this time by 76%. As a result, the Royal Bank of Scotland saved 46 thousand hours of working time per month.
Another case - the Bank of Ireland ( Bank of Ireland ). The bank management decided to introduce a flexible platform for automated service management and chose ServiceNow. As a result, the change processing time was reduced from 20 to 5 minutes, and the work of the bank's IT department became more harmonious.
Several practical cases and materials on the topic from the blog "IT Guild":
- SPLAT has automated IT processes on the ServiceNow platform.
- How KAR Auto Auction Implements ITOM
- Why the cloud ITSM system is ideal for medium and large companies
- Top 10 Questions in ServiceNow Implementation
A couple of fresh posts about ServiceNow from our blog on Habré:
- Identity Management: a new tool in ServiceNow for managing credentials
- ServiceNow Kingston Update: Machine Learning Functions and Now Platform Upgrades
Source: https://habr.com/ru/post/345626/
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