About

The Customer is a bank employing 40,000+ staff. It mostly operates in European countries offering banking, investment, and insurance services.

Challenge

The Customer introduced ServiceNow into their IT infrastructure 7 years ago. The system was continuously improved by a third party. Within the first 4 years of their ServiceNow project, they implemented the needed process functionality and performed major ServiceNow integrations. For the next 3 years, the rest of the required functionality was implemented within 8-week release cycles covering development, testing, and maintenance efforts. Later, the Customer faced the need to fill in the gap in their vendors ServiceNow continuous delivery expertise to cover the development and maintenance parts of release cycles.

Solution

The Customer wanted to expand their team of ServiceNow specialists, which resulted in VolgoTechnologies participating in the project.

When the Customer planned a functionality change, they illustrated their vision in the description called the design. And as soon as the Customer needed to implement a particular design in the upcoming release, they used their custom ServiceNow app for Release and Change Management to commission our specialists to start working on it. After investigating the design s subject matter, VolgoTechnologies team verified its validity and then implemented it. In some cases, we slightly modified the proposed design upon the Customer s agreement to make sure their needs were fully covered by it. Occasionally, our ServiceNow specialists saw new improvement opportunities in the Customer s ServiceNow system themselves, proposed corresponding designs for the Customer s approval and then implemented them.

Among the required change implementations, VolgoTechnologies performed a lot of integrations as the Customer needed to connect ServiceNow with the rest of their IT infrastructure better. For example, we integrated ServiceNow with their approval workflow mobile app, their enterprise system for incident management (used by one of the Customer s branches) and their virtual desktop infrastructure solution. Here are 4 more change implementation examples that VolgoTechnologies ServiceNow specialists performed during this project.

Staging

Data Ware House

Data Ware House

Desktop Application

Results

Due to cooperating with VolgoTechnologies, the Customer has solved a huge range of their ServiceNow challenges covering completely different areas, from ServiceNow integrations to the process of reporting incidents and CMDB enrichment. This allowed the Customer to introduce ongoing improvements to their ServiceNow system to make it reflect their needs better, tailor it to their changing environment and find solutions beneficial for the majority of the Customer s stakeholders.

Technologies and Tools

ServiceNow: Service Catalog, Dependency Map, CMDB, Import Sets, REST/SOAP Web Services, Wizards, Service Portal.