The Bank of Ireland’s partnership with TESM was featured at the recent NowForum 16 in London and is now the subject of a ServiceNow Case Study.
As a specialist in developing ITSM solutions for complex and highly regulated environments, TESM is helping the bank replace legacy tools and manual processes with a Service Integration and Management (SIAM) Solution based on ServiceNow. The first phase of the rollout concentrated on integrating the bank’s incident, problem, and change management processes to minimise manual effort and raise changes faster.
The bank is now able to deliver more efficient and cost‑effective service to internal customers by working consistently across all major providers, using a single source of data to track delivery metrics. With a strategic service management platform that enables a flexible and scalable SIAM program, employees are happier and more productive.
Colin McEvoy, Head of Service Transition at the Bank of Ireland said, “Using ServiceNow, we were able to unify incident, problem, and change management for significant ongoing time savings. Reducing this manual effort is having an incredible impact on our teams—we’re reclaiming at least 75 hours a week across our employees and partners alike for the change process alone. We’ve also greatly improved morale by giving employees the tools to do their jobs better and empowering them to provide better service.”
With ServiceNow the Bank of Ireland can remain adaptable and compliant even as regulatory environments and outsourcing relationships become more complex. As a result the bank can:
- Offer the highest quality services to customers
- Track service delivery metrics to hold providers accountable
- Keep staff focused on adding value, improving morale
- Inspire confidence that IT can help the business achieve its goals
- Maintain compliance across locales
- Preserve its reputation as a premier global financial institution
“ServiceNow was the right toolset to enable us to improve processes and launch our SIAM program,” says Kellett. “We have evidence that we’ve been successful, and we’re getting better all the time.”
Read the full case study here.
