Technology Services team allows staff to focus on long-term, face-to-face relationships with customers
As a FTSE-100 wealth management business, St. James’s Place Wealth Management puts long-term relationships at the centre of everything it does. The business, which manages more than £103.5bn of client funds, believes in a face-to-face approach, offering trusted financial advice and services.
The Technology Services team at St. James’s Place plays a pivotal role in the business by supporting its 2,000 employees, 2,000+ third party staff, and its vast network of 10,000 partners and staff, who manage clients’ wealth portfolios. When critical partner and client business systems are running smoothly, teams are freed up to focus on long-term, face-to-face relationships.
Yet, supporting the technology systems was becoming too challenging. As Tari Dogra, Head of Division – IT Service Management at St. James’s Place Wealth Management, explains, “We had an end-of-life IT service management system with limited functionality that we couldn’t keep up to date.”
St. James’s Place streamlines its service desk by introducing a self-service portal
Tari was tasked with building a completely new IT service management function for St. James’s Place and seized the opportunity to do things differently.
A full review of the technology landscape made ServiceNow the clear choice, with an interface and user experience that Tari knew would be easily adopted by the Technology Services team.
“ServiceNow fits perfectly with our cloud-first policy, giving us the flexibility and scalability that we need. The configuration capability is second to none and with full ITIL support we are confident we are following good practice in service delivery,” says Tari.
Since the deployment of the Now Platform®, St. James’s Place has moved from running only two processes—incident and change management—to delivering full IT service management that has expanded to problems and requests. For Tari and his team, it’s been a transformation in approach.
“Prior to ServiceNow, everything was classed as an incident, so moving these through the service desk to triage was time-consuming and complex,” explains Tari. “Using ServiceNow, we can accurately classify all of the requests using ServiceNow’s digital workflows to route these efficiently to the right teams.”
The St. James’s Place IT service team is now handling an average of 12,000 incidents a month, and employees and partners can self-serve using the online service portal to ask for hardware, software, or to submit enhancement forms for business services.
“ServiceNow has delivered a platform for service management that is an enabler for our employees and partners to have meaningful interactions with our clients. Our people can focus on our core commitment of driving the best possible outcomes, in resolving issues as efficiently as possible,” adds Tari.
ServiceNow brings real-time insights to the full IT service management operation
In the past, the Technology Services team suffered from poor visibility of incidents and a lack of real-time overview of the volume of work. After streamlining and automating problem, incident, and change management with the help of digital workflows, the team has a full overview of queries through one single dashboard.
Workloads, resources, and the progress of queries are all managed and monitored centrally, with reports generated automatically according to a pre-defined schedule.