Helping lead the change to simpler IT
The business needed a single integrated toolset to automate the delivery and control of incident, problem, change, and configuration management. NatWest chose the ServiceNow IT Service Management solution to unify IT planning, delivery, and operations, and partnered with ServiceNow Professional Services to assist with the implementation.
“ServiceNow appealed to us because it is cloud-based and easy to use,” says a spokesperson, NatWest Group. “ServiceNow gave us a sandbox environment to experiment with for six months before we actually signed the deal, so we were confident that the solution would meet our needs.”
Becoming more responsive
Success came quickly: within 10 months, the bank had integrated ServiceNow with 15 data sources and delivered the solution to all 14,000 users. The average time to raise a change and incident improved by 76% and 60% respectively.
By automating more than 50% of the controls associated with critical IT processes, NatWest saved the equivalent of 46,000 employee hours, as well as realizing savings by decommissioning 10 legacy systems.