Norway’s largest financial services group
DNB offers loans, savings, advisory services, insurance, and pension products for both B2B and B2C customers in the Nordic region. It is Norway’s largest financial services group and serves millions of retail customers and more than 200,000 corporate clients from its 61 branches.
To maintain its competitive advantage, the group is undergoing a digital transformation to help it adapt quickly to meet changing business and customer needs and improve operational efficiency.
Improving service management
In 2016, DNB’s legacy IT service management solution was reaching end of support. “The incumbent solution was highly customized, which limited our ability to upgrade and roll out new features to help our staff be as efficient and productive as possible,” explains Kathrine Wansvik, Product Owner of ServiceNow at the banking group.
The team went to market to find a new solution to help it deliver better IT services to users. ServiceNow IT Service Management is not only a world-leading cloud solution according to the Gartner Magic Quadrant, it also has a rich knowledge base to empower staff to self-serve for basic issues and free up the service desk.
Improving visibility, being more proactive
Following a six-month implementation, the team rolled out an internal ServiceNow portal to streamline incident management and change requests, and to handle the service catalog from a central login. Today the solution handles between 10,000 - 15,000 incidents and 2,000 change requests per month, freeing people up to focus on more valuable and satisfying tasks, delivering more IT to DNB and quicker and better problem solving without expanding the team.
“We wanted to be more proactive and get better visibility of the business, so we created a ‘state of awareness’ framework in ServiceNow. Now we can see the status and stability of services, track service providers, domains, projects, and IT operations from a single dashboard,” comments Kathrine.
This overview of the ‘state of awareness’ helps to identify and mitigate risks before they impact the user experience, and to plan for changes, such as rolling out more DevOps automation and optimizing cloud infrastructure and platform services, at the best time to cause minimal disruption to the business.