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ServiceNow implementation for a Serbian Bank




Unspecified Serbian Bank



The project was executed using a hybrid approach with waterfall planning and agile development, working in sprints for faster time to market and risk reduction.

Service Management project scope and targets

Bank has rollout with ServiceNow ITSM Platform which had been already introduced within the group to support, consolidate and continuously improve its IT Service Management processes. There is an ongoing initiative to introduce group-wide service management processes which can be supported with ServiceNow system capabilities.

In a first phase the MVP of CMDB, Service Catalogue, Incident, Request and Change request management.

In addition to the group-wide benefits, the following local expectations and requirements were in focus during the ServiceNow implementation in Serbia:

  • Increase the Service Management maturity level, aiming at more efficient IT operations and customer satisfaction.
  • Start exploring IT Asset and Configuration Management capabilities.
  • Replace legacy applications and tools.
ServiceNow implementation for a Serbian bank Project scope and target icon
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Our main contribution to the ServiceNow implementation

MINDSPIRE Consulting acted as the main contractor for the ServiceNow rollout activities.

Our company provided the banking project management, the professional supervision and was the guarantee to transform the internationally diverse teams into a high-performant one by fully utilizing the delivery teams.

MINDSPIRE was also successfully making a bridge between group standards and local expectations, aligning local requirements with HQ standardization efforts and Out-of-the-box approach.

Provide aftercare support during the first months of production usage of the ServiceNow solution.

Project organization and roles

User Stories and Test Management were supported by ServiceNow integrated modules, with MINDSPIRE banking project management and test management support.

The banking project management provided by our company took ultimate responsibility for the rollout, supported by a MINDSPIRE solution architect, process experts and our delivery team.

The Banking Project Manager was closely cooperating with the delivery team, the local teams, the Group Process Management and Group Competence teams of the Bank.

The ServiceNow implementation for a Serbian bank was successfully completed in 4.5 months, according to the original planning.

Project organization and roles icon

Our main involvement in the ServiceNow implementation

  • Banking Project Management
  • Preparation
  • Alignment
  • Implementation
  • Testing

MINDSPIRE profiles involved in the project

7 experts, 4 FTE:

  • Banking Project Manager
  • ServiceNow Business Analyst
  • BPR expert
  • Test Manager and Tester
  • ServiceNow System Analyst
  • ServiceNow Architect
  • ServiceNow Developer
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