Banking, Financial Services and Wealth Management
5+ years
9 developers
ServiceNow's Incident management, IT Operations Management (ITOM), SecOps
A leading financial and banking client approached Mergen IT with a critical issue regarding incident management. The client's existing system was manual and inefficient, resulting in delayed responses to high-priority issues, leading to increased downtime, decreased productivity, and customer dissatisfaction.
Mergen IT's ServiceNow team quickly assessed the client's incident management process and proposed a comprehensive solution to automate, streamline, and enhance the client's incident management process. The solution leveraged ServiceNow's Incident Management module to provide end-to-end incident management capabilities, including incident recording, categorization, prioritization, and escalation.
The implementation involved configuring the ServiceNow system to capture all the relevant incident details and ensure proper categorization based on the severity of the issue. The team also set up automated workflows to ensure that all incidents were promptly routed to the appropriate teams for resolution. The system also allowed for real-time tracking of incidents, providing stakeholders with visibility into the status of each incident and ensuring that high-priority issues were quickly resolved.
Mergen IT's ServiceNow team worked closely with the client's IT team to ensure that the solution was tailored to their specific needs, and they provided comprehensive training and support to the client's employees to ensure that they could effectively use the new system.
Mergen IT's implementation of ServiceNow's Incident Management module helped the financial and banking client achieve significant improvements in their incident management process. The client was able to quickly identify high-priority incidents and respond to them promptly, resulting in a significant reduction in downtime and increased productivity. The client was able to improve the efficiency of its service desk by 70% and a 30% reduction in the time it took to resolve issues.
The new system also helped the client to provide better customer service, as they were able to respond to customer issues more quickly and effectively. Additionally, the real-time tracking and reporting capabilities of the system provided the client with valuable insights into their incident management process, allowing them to identify areas for improvement and make data-driven decisions.
Mergen IT's ServiceNow team helped the financial and banking client to achieve significant improvements in their incident management process, enhancing customer service, and productivity while reducing downtime. The client was pleased with the comprehensive solution provided by Mergen IT and continues to work with them to enhance their digital capabilities further.
Overall, Mergen IT's implementation of ServiceNow's Incident Management module empowered the banking client to enhance incident management, optimize resource allocation, and deliver superior customer service. The streamlined processes, improved productivity, and reduced downtime resulted in a positive impact on the client's operations and customer satisfaction.
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