Yorkshire Building Society has replaced its HP OpenView IT management tool with ServiceNow's cloud software, offering greater insight into the business value of the IT department.
The Yorkshire is the UK's second largest building society with 3.5 million customers, and assets of over £33 billion. It has 4,500 employees spread across two head offices and over 300 branches, and supports 250 IT staff.
By deploying ServiceNow the building society aims to improve employee experience through increased self-service and service desk automation, and enable feedback on how the IT department impacts performance across the organisation.
"We are making a clear connection between how many mortgages are being sold, how many savings accounts we have got, and tracking that back to say how the business is a success and how the IT underpins it," Danny Potts, IT service transition manager at Yorkshire Building Society.
"Some of the functionality we are getting out of ServiceNow allows us to do that, in terms of the dashboards and metrics we have in place. That would just not have been feasible in our previous service management toolset," he told ComputerworldUK.
The Yorkshire had previously been using an ageing, on-premise version of HP OpenView service management software. The decision was made to upgrade to ServiceNow's Saas tools due to the improved product features, and the lower initial cost of setup involved in implementing a software as a service (Saas) tool.
"The version of OpenView we were running on was quite outdated, and the upgrade path didn't just involve software - it would have also involved upgrading the infrastructure," said Potts.
"However we didn't want to build a whole new infrastructure for a service management toolset when there is Saas available on the market. Our core business is selling mortgages, not doing IT."
The Yorkshire has now deployed ServiceNow's incident management, problem management, portfolio management and tools to support a configuration management database (CMDB). The software went live in February after beginning implementation in August 2013, with initial installation and set-up costs of less than £500,000. Resource management and orchestration modules may be added in future too, as well as integrating live monitoring feeds into ServiceNow.
The tools have been well received by employees, says Potts, and IT staff have also been able to access the service management software on Apple iPads, enabling greater mobility in the workplace that would have not been possible on the legacy software.
"The interface is seen as extremely user-friendly. A lot of people already used to using social media like the front end," Potts said.
Potts also expects that ServiceNow will aid the roll out of new applications at the building society, including Oracle BPM, Oracle Fusion, Oracle Business Intelligence, and a cost centre management tool from Hyperium.
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