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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.

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 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.
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Our main contribution

MINDSPIRE acted as the main contractor for the rollout activities.

MINDSPIRE provided the 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.

Project organization and roles

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

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

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

The project was successfully completed in 4.5 months, according to the original planning.
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Main involvement areas

  • Project Management
  • Preparation
  • Alignment
  • Implementation
  • Testing

MINDSPIRE profiles involved

7 experts, 4 FTE:

  • Project Manager

  • ServiceNow Business Analyst

  • BPR expert

  • Test Manager and Tester

  • ServiceNow System Analyst

  • ServiceNow Architect

  • ServiceNow Developer

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