Suma Soft Transforms IT Operations for a Leading Financial Services Firm

Client's Background

A globally recognized leader in the financial services sector operates an intricate IT ecosystem that undertakes all business functions, from banking and investment to customer service operations. Their operations span various services, combining vital banking and investment platforms with extensive customer service operations. They focus on building a future-proof IT environment that can adapt to evolving industry demands and technological advancements while providing their customers with secure and efficient financial solutions.

Challenges

  • Complex IT Ecosystem:

    Their global IT infrastructure, combining numerous applications, servers, and networks across multiple regions, posed a significant management challenge.

  • Real-Time Infrastructure Insights:

    Achieving comprehensive, real-time visibility into the performance and health of their diverse IT components was crucial but challenging.

  • Optimizing Service Delivery:

    Ensuring consistency in delivering high performance levels across all their financial services was a continuous challenge.

Project Requirements

  • IT Infrastructure Visibility:

    The organization requires comprehensive, real-time visibility into the IT infrastructure that can provide proactive identification and faster resolution of incidents without hindering effective management and response to issues.

  • Automation of IT Operations:

    To streamline operations and reduce manual effort, the organization required a solution that automates at least 50% of key IT processes. ServiceNow IT Operations Management Services can significantly reduce resolution times for customer issues by creating playbooks, automating workflows, sharing insights, and collaborating effectively.

  • Change and Configuration Management:

    The project required a solution to effectively manage changes and configurations, reduce critical IT incident resolution time by 60%, prevent disruptions, and maintain system stability. Service disruptions caused by configuration drift and unmanaged changes negatively impacted customer experience.

The Suma Soft Approach

Suma Soft partnered with the financial institution to implement and optimize ServiceNow IT Operations Management (ITOM), providing enhanced visibility, streamlined workflows, and improved performance of their IT operations. After a detailed assessment of the client’s IT landscape, our ITOM ServiceNow experts identified key pain points and gaps in their current operations. Leveraging ServiceNow’s capabilities to address the challenges, a comprehensive ITOM strategy was designed.

ServiceNow Solution

By implementing ServiceNow ITSM, the global retailer transformed its IT service management, improving efficiency, reducing operational costs, and enhancing customer support. The scalable, automated ITSM framework now supports the retailer’s continued expansion while ensuring seamless service delivery.

  • Real-time Infrastructure Visibility:

    The optimized ServiceNow ITOM solution provided real-time visibility into the IT infrastructure through a unified platform that improves cost and service management. This resulted in a 40% reduction in the time spent by IT staff on manual infrastructure monitoring.

  • Rapid Issue Identification and Resolution:

    The ServiceNow IT Operation Management Services provided complete visibility, allowing the client’s IT team to identify and address issues quickly. This reduced service disruptions and resolution times for customer issues by 60%. Furthermore, the number of critical incidents resolved within the first hour increased by 40%, minimizing the impact on business operations.

  • Streamlined IT Operations:

    Our ServiceNow ITOM experts automated 55% of workflows and streamlined IT operations, saving time and resources while improving accuracy, reducing manual effort, and enhancing overall efficiency.

  • Proactive Monitoring:

    Event management and predictive analytics enable proactive monitoring, which prevents incidents, ensures high service availability and effectiveness, and identifies areas for improvement. This proactive approach reduced the number of critical IT incidents by 30%.

  • Configuration Compliance:

    Our ServiceNow team leverages new ServiceNow features to enhance GRC capabilities. Configuration Compliance ensures governance and minimizes risks from unauthorized changes. The number of servers with configuration deviations was reduced to 15%.

  • Centralized CMDB:

    The centralized CMDB automates data entry by scanning the entire IT infrastructure, identifying devices and applications, and populating the CMDB Configuration Management Database) with accurate information. This resulted in a 35% improvement in data accuracy within the CMDB.

  • Enhanced Decision-Making:

    ServiceNow ITOM enabled the organization to achieve productivity and automated service delivery, empowering businesses to make data-driven decisions. The availability of real-time data and analytics improved the speed of IT decision-making by 70%.

Business Outcomes

Suma Soft’s expertise in ServiceNow ITOM implementation and optimization enabled the financial services firm to achieve the following:

  • 30% Increase in First-call resolution

  • 65% Increase in User satisfaction with IT services

  • 35% reduction in IT operating costs

  • Modernized IT Operations

  • Greater Efficiency

  • Enhanced Visibility

  • Improved Service Reliability

  • Exceptional Service Quality

Our Other Case Studies

Let's Create Prosperity For Us And Brighter Future Together
We focus on the IT solutions, so you can focus on your business. See what we can do for you today!
Let's Connect !