ServiceNow implementation for a Slovenian Bank
PROJECT
DATA
Slovenia
2022
Unspecified Slovenian Bank
SERVICES
PROVIDED
METHODOLOGIES
USED
The project was executed using agile methodology, working in sprints for faster time to market and risk reduction.
Project scope and targets
Bank has chosen ServiceNow ITSM Platform to support, consolidate and continuously improve its IT Service Management processes.
Currently the Bank is in the process to rollout standardized, group-wide service management processes to its subsidiaries by implementing ServiceNow, 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 Slovenia:
- Increase the Service Management maturity level, aiming at more efficient IT operations and customer satisfaction.
- Comply with regulatory requirements.
- Enhanced IT Asset and Configuration Management capabilities.
- Replace legacy applications and tools.
Our main contribution
ITCE as a subcontractor was MINDSPIRE’s ServiceNow implementation partner.
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
The implementation sprints were preceded by a diagnosis sprint and were finished with aftercare for the completeness and fulfilling customer expectations.
The Project Manager provided by MINDSPIRE took ultimate responsibility for the rollout, supported by a MINDSPIRE solution architect and process experts.
The architect amongst others also fulfilled a Quality Assurance role, to keep the parallelly running projects within the standards and synchronized.
The Project Manager was closely cooperating with the delivery team (ITCE), the local teams, the Group Process Management and Group Competence teams.
User Stories and Test Management were supported by ServiceNow integrated modules, with MINDSPIRE Project Manager and test management support.
The project was successfully completed in 4,5 months, according to the original planning.
Main involvement areas
- Project Management
- Preparation
- Alignment
- Implementation
- Testing
MINDSPIRE profiles involved
7 experts, 3 FTE:
- Project Manager
- Junior project admin
- SNOW architect
- SNOW Product Owner
- SNOW Implementation Business Analyst
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