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Global Bank Workflows & Process Automation

Project Description

Industry: Global Bank
Size: Large
Task: ServiceNow Modules Implementation to streamline workflows, processes and cost savings

Project Overview
A global bank experienced significant delays, inefficiencies, and lack of control over the request and provisioning of cloud resources. The Bank had limited visibility into how cloud resources were being requested, and whether those requests aligned with corporate and configuration standards. This drove considerable challenges in controlling costs and avoiding disruptions across cloud environments. This organization needed to streamline the process around request and provisioning of cloud resources. To be successful, this streamlined approach had to factor in configuration standards for cloud environments, role-based access and approval chains, and tie-in to CMDB for cross-functional visibility.

ConfigureTek’s Approach
ConfigureTek leveraged the process automation capabilities of the ServiceNow platform to address the Bank’s challenges. Our approach involved extensive workshops with cross-functional stakeholders including cloud operations SMEs, ITSM and Request Management SMEs, platform architects, CMDB SMEs and other key groups involved in this process. We developed a Cloud Service Request framework capturing the approved configurations in a Private Cloud Service Catalog, tailoring request and approvals to role-based criteria and ensuring cross-functional tie-ins across Change, Incident, Request and Configuration Management. We also empowered end-users with a “How to-“ guide outlining the new and improved approach for Cloud Service Request.

Results
The project was a success – delivered on budget and directly capturing all success criteria. The Bank benefited from immediate improvements to a previously-chaotic process. They appreciated the technical results, and also found tremendous value from ConfigureTek’s consultative and collaborative approach. In particular, the workshops that were held to obtain input from all stakeholders. This helped to win the necessary buy-in from process, end-user, approval, and cloud groups critical to providing the long-term success of the implemented solution.

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