More Structure, Fewer Disruptions: Financial Services Provider Optimizes ServiceNow

The financial services provider had already integrated ServiceNow into its core IT service management (ITSM) processes. However, several weaknesses became apparent in day-to-day operations: 

• Unstable platform 

• Inconsistent processes 

• Key workflows only partially automated (incident and change management, configuration management database (CMDB)) 

• Unclear responsibilities for operations and further development: incidents were handled reactively and without clear structure 

• Insufficient release coordination 

Additional gaps were identified in IT operations management (ITOM): transparency was limited, service maps were incomplete, and discovery processes were only partially implemented. 

At the beginning of the project, we performed a thorough operational health check of the client’s ServiceNow platform. This assessment focused on the maturity level and process quality of ITSM and ITOM. Using these insights, we collaborated closely with the client to address identified gaps and implement targeted improvements. 

Defining clear roles and responsibilities for operations, support, and escalation brought structure and accountability to platform management. The operationalization of incident and change workflows increased stability overall, and the newly introduced incident-clustering logic reduced noise and accelerated root-cause analysis.  

Additionally, we improved the CMDB data model and asset relationships to better support downstream ITSM use cases. Our experts guided the client through release management, including planning, regression testing, and coordinating hotfixes as part of ServiceNow’s monthly release cycle.  

Finally, in collaboration with the internal platform team, we defined meaningful KPIs and SLAs to enable continuous performance tracking and ensure the platform's long-term stability and transparency.