Yorkshire Building Society has deployed ServiceNow to replace its service desk operations tools in a bid to streamline services for 3.5 million customers and 4,300 staff.
The UK's second largest building society - founded 150 years ago in 1864 - had previously been using an internal hosting solution, but after weighing up its options, decided to opt for an outsourced solution.
"About 12 months ago we started looking for a new service toolset to replace our existing one, which was an internally hosted version of HP Openview Service Desk," said Danny Potts, IT service transition manager. "It needed upgrading and was out of support, but the costs of upgrading would include new infrastructure to put it on, so we looked at our options."
Potts explained how the building society examined both hosted and Software-as-a-Service (SaaS) solutions for its service desk, eventually opting for ServiceNow, which was deemed the best fit for what The Yorkshire needed.
"As an organisation we wanted to try the SaaS model, so that kind of drove us down one route and we felt ServiceNow was best for our requirements as an organisation, because they were agile and offered the functionality we wanted," he said.
Deployment was completed in February, and the building society is already reaping benefits, Potts said.
"The business benefits are around optimisation of staff both within the service desk and change management teams. We're looking to divert numbers of calls away from the service desk with user self-serve, and moving those staff into more value-add areas," he said, adding that the ServiceNow solution has also lessened the workload on administrative staff.
"With the change function it was a fairly admin-heavy process that we had under HP Openview, but with ServiceNow we've been able to take away some of the admin burden, so again we've been able to look at our resource model and put people in different positions," Potts explained.
Potts said ServiceNow provided "first-class support", especially when another supplier pulled out of the project.
"We had a bit of an issue during the project. We worked with ServiceNow but we also had another supplier helping us with some of the technical elements of deployment," he explained.
"As happens, the guy who was helping us got a job elsewhere and ServiceNow stepped in to fill that gap and worked really hard to ensure continuity within the project. Any issues we've had have been picked up and resolved pretty quickly. It's been first-class support from ServiceNow."
Moving to a hosted service desk platform has also enabled the building society to wash its hands or irksome maintenance issues, Potts said.
"ServiceNow have provided us with a great opportunity in terms of the maintenance," he said. "In our experience of using HP Openview, it kind of gets neglected. But now we don't have to do the maintenance anymore, ServiceNow do all that for us. We can stick to maintaining our core applications over service management toolsets."
Potts said the new system means the firm's staff rarely have to pick up the phone in oder to get an IT problem resolved. "They've got a clearer view of what's in the service catalogue, how they pick and choose products, raise tickets. They don't have to make repeat calls, we're simplifying that process."