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Bank of Ireland transforms IT service delivery with ServiceNow

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.”

About ServiceNow

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


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