enhancing control and governance in wealth management operations with ServiceNow

about the customer.

A leading wealth management company, in the financial services industry, sought to enhance control and governance in its ServiceNow implementation. The company aimed to streamline its processes and improve overall efficiency, ensuring better service delivery to its clients.

scenario.

The client faced multiple challenges in their existing ServiceNow implementation, which was complex and non-standard. The lack of documented architecture, strategy, goals, or guiding principles such as KPIs and success metrics hindered effective management. Data integrity issues within their CMDB, with configuration items (CIs) not adhering to ITIL/ServiceNow definitions, resulted in duplicate and overlapping CIs, obstructing meaningful cross-functional reporting and analysis. Additionally, the absence of a service catalog led to manual, time-consuming request fulfillment processes. They needed a comprehensive solution to standardize, automate, and improve data integrity in their ServiceNow environment.

our approach.

Randstad Digital conducted a comprehensive strategy assessment of the current state of processes and ServiceNow usage. This involved a thorough review of all incident and request ticket data over a 13-month period. We analyzed the health of the CMDB and assessed the company's business objectives to align the future IT landscape with overall business goals. Based on this assessment, we recommended a best-practice architecture to achieve the client's future vision. Our approach included establishing a formal platform governance model, setting the foundation for future platform expansion, and creating a comprehensive control framework.

benefits

• Improved Platform Architecture: Provided a clear vision of the best-practice platform architecture.
• Enhanced Governance Model: Established a formal platform governance model.
• Better Data Quality: Projected 10-15% improvement in CI data quality.
• Reduced MTTR: Potential to gain 20% faster mean time to resolution (MTTR).
• Future Recommendations: Set the foundation for future platform expansion and provided recommendations for continual improvement.

why randstad digital?

• A trusted and Premier ServiceNow Partner.
• Expertise in advisory services, HRSD solutions, and offering custom upskilling programs.
• Proven ServiceNow value management SPARC framework and deep expertise in IT service management.
• Tailored solutions aligning with clients' business objectives and specific use cases.

Contact us to learn how we can transform your IT service management and drive operational excellence.