Clydesdale and Yorkshire Banks Implement ServiceNow to Manage IT Infrastructure

    The holding company Clydesdale and Yorkshire Bank Group (CYBG) - which includes Clydesdale and Yorkshire banks - decided to use the ServiceNow platform to manage and organize IT services (ITSM). Next, we will explain why such a choice is justified and what plans the companies are building for the future. / The Flickr / Giuseppe Milo / CC Yorkshire Bank (his first name of West Riding Penny Savings Bank) appeared in 1859 in Halifax, thanks to Colonel Edward Aykroyd ( of Edward Akroyd ). At one time, this bank was the first to establish the so-called school banks in order to popularize the idea of ​​accumulating money from an early age. As for Clydesdale Bank, it is founded




    in 1838 in Glasgow and is considered the smallest of the three banks in Scotland that issue banknotes.

    Both of these bank owned by the National Bank of Australia, but with February 2016, they operate independently, but as a team - consisting CYBG. Representatives of the holding note that they regularly improve their business processes and develop technologies to provide customers with better service.

    For example, the introduction of a digital banking platformB for financial and account management increased the frequency of use of banking services by 27%. The company intends to further develop its IT infrastructure. For this, it was decided to introduce a system of automation of management and information processing. For this, representatives of CYBG turned to ServiceNow.

    Why choose ServiceNow


    Before ServiceNow company used the Remedy platform from the BMC, however, according to Scott McGarvey (Scott McGarvey), head of the ITSM-direction in CYBG, the decision did not meet the needs of the business: he lacked the flexibility, user interface was awkward, and integrate system components was not.

    In CYBG, they were looking for a cloud platform with wide functionality “out of the box”. And they chose ServiceNow. According to McGarvey, the new ITSM solution is modular and will allow you to evaluate the speed of delivery of solutions to the market by measuring KPI for time and financial costs. At the same time, the system will simplify working with ready-made solutions by automating routine technical support tasks (for example, resetting user passwords) and transferring some of the services to the modelself-service .

    A three-month testing of the new platform has already been completed , and the first stage of implementation of the solution at the corporate level is scheduled for 2018. To implement ServiceNow, banks use an iterative approach and will add new features as the project expands. Such a strategy, according to McGarvey, will help IT employees and users to gradually get used to innovations, and the alternation of “costly” and “less expensive” stages of solution implementation will help balance the budget.


    / Flickr / Pavlo Petrenko / CC

    In recent years, ServiceNow has expandedthe number of applications for its platform. Partnerships with Cisco, Google, Okta and others allowed us to use the service to implement HR management and security processes. Therefore, according to McGarvey, after the launch of ServiceNow, CYBG plans to gradually begin to use its capabilities in other departments of banks, in addition to IT services.

    Who else works with SeriveNow


    CYBG is not the only financial institution that uses the capabilities of ServiceNow. The Royal Bank of Scotland has also implemented this platform. Earlier in the organization of any request for changes are made with 5 tools, and gone on that's 7 hours of working time (more on change management, you can check out our blog).

    The introduction of ServiceNow reduced this time by 76%. As a result, the Royal Bank of Scotland saved 46 thousand hours of working time per month.

    Another case - Bank of Ireland ( Bank of Ireland ). The management of the bank decidedto implement a flexible platform for automated service management and chose ServiceNow. As a result, the processing time for changes was reduced from 20 to 5 minutes, and the work of the bank's IT department became more coordinated.

    Some practical cases and materials on the topic from the IT Guilds blog:


    A couple of fresh posts about ServiceNow from our blog on Habré:



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