London, UK – 27 October 2016 – ServiceNow® (NYSE: NOW), the
enterprise cloud company, has empowered Bank of Ireland (BOI) to
streamline the way IT services are delivered to its 15,000 employees
and customer base, using ServiceNow. The move to automated IT service
management has dramatically reduced the time to raise tickets and
increased productivity, allowing BOI teams to optimize day to day
operations and focus on the customer outcomes.
A Service Implementation and Management (SIAM) solution based on
ServiceNow has also allowed the Bank of Ireland to work consistently
with its major IT service providers, using a single source of
empirical data to track delivery metrics and ensure compliance.
Through the strategic service management platform, Bank of Ireland
is achieving the following results:
Improved governance and controls by removing from a legacy
system to a SIAM solution, giving the flexibility to manage a complex,
multi‑vendor environment in a highly regulated market.
Productivity gains. Using ServiceNow, BOI has unified
incident, problem, and change management for significant ongoing time
savings. The team can now immediately relate an incident ticket c to a
change ticket to a problem ticket without any rekeying of data.
A highly responsive IT operation. IT is more responsive and
building trust with the business by creating results. Changes are now
raised much faster and with more confidence, with the time taken to
raise a change ticket reduced by 75%, from an average of 20 minutes to
just 5 minutes.
Complete transparency, with a single source of consistent,
empirical data to track service delivery more efficiently
Colin McEvoy, Head of Service Transition at the Bank of Ireland,
said: “We look at ServiceNow as a long‑term, strategic solution that
will optimize our day‑to‑day operations and help protect the bank’s
most valuable asset: our reputation. It was clear that we needed to
adopt an integrated approach to service management to establish a
single version of the truth when it came to tracking the delivery of
IT services to the bank’s 15,000 employees—our internal customers.
“Using ServiceNow, we were able to unify incident, problem, and
change management for significant ongoing time savings. Now we can
instantly relate an incident ticket to a change ticket to a problem
ticket without any rekeying of data, eliminating significant manual
effort. We’ve also greatly improved morale by giving employees the
tools to do their jobs better and empowering them to provide a better
service to our customers.”
Paul Hardy, Chief Strategy Office, ServiceNow, EMEA said: “Our
partnership with Bank of Ireland is a great example of how simplifying
and automating complex processes can have a significant, positive
impact on service delivery and employee productivity. By working
closely with BOI on strategic, long‑term solutions ServiceNow is
playing a key role in streamlining and enhancing IT service management
and ensuring regulatory compliance and control numerous and changing requirements.”
ServiceNow is changing the way people work. With a
service‑orientation toward the activities, tasks and processes that
make up day‑to‑day work life, we help the modern enterprise operate
faster and be more scalable than ever before. Customers use our
service model to define, structure and automate the flow of work,
removing dependencies on email and spreadsheets to transform the
delivery and management of services for the enterprise. ServiceNow
enables service management for every department in the enterprise
including IT, human resources, facilities, field service and more. We
deliver a ‘lights‑out, light‑speed’ experience through our enterprise
cloud – built to manage everything as a service. To find out how,
visit visit www.servicenow.com.
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