Top Tier Investment Bank Accelerates Innovation Using ServiceNow


The Customer is a manufacturer of phyto-based pharmaceuticals located in North America. Unlocking a therapeutic effect of medicinal herbs to the local market, the company delivers to their patients a natural way to manage general well-being, as well as treat a variety of conditions, such as anxiety, pain, insomnia, etc.


Sector – Healthcare
Region – North America (USA)
Client Size – $13.8 Billion
Service Now Solution – Service Now ITSM


About the customer: A top tier financial services company with presence in dozens of countries around the world. As with many other leading financial companies, its IT systems lie at the core of its business, driving revenues, innovation, and competitive advantage. These systems need to be highly available and secure, delivering reliable, trusted services to its customers and employees.


Sector – Financial Services
Region – Europe
Client Size – $29.3 Billion
Service Now Solution – ???


The customers IT department demand had risen even faster than the growth rate driven by a number of new healthcare technologies and rising compliance and accountability demands.

Challenged by an old, complex and manual IT service/demand management solution, IT was failing to keep up with demand, with serious consequences.

    • Security and access requests were overwhelming them and their system, causing mistakes in provisioning.
    • They could not audit or account for who had system access or match access rights to systems effectively, causing significant compliance and security risk.
    • Service quality was deteriorating rapidly due to the volume of demand.

IT saw the need for a modern IT Service Management solution to provide:

    • A user-friendly interface
      A means to aggregate and manage demand “as a service”
    • The ability to reduce volume and improve service quality through self-service and service automation

DX Digital technologies worked with the IT teams to understand their business requirements, with time being a factor we used our Agile approach to rapidly implement ServiceNow as the strategic platform to enable their digitization journey.

The implementation of ServiceNow enabled support teams to get ahead of the demand ahead with employees able to make use of self-service for status/requests via service catalog and streamlined, automated processes for common requests. In addition, this helped the support teams to start realizing further areas for self-service and automation.

Automation of security and access requests and better LDAP integration have improved speed and quality of service for users. With an accurate & current single source of data improved compliance with security requirements and spotlighted other areas where IT can make valuable improvements quickly.

    • Improved decision making quickly and accurately.
    • The customer was able to avoid pitfalls from inexperience and learn from their insight into solving common problems they faced.
    • Focusing on the power of ServiceNow DX guided the customer further to understand and adopt the changes needed and keep our scope of effort lean and targeted at the key business outcomes


Handcrafted for a Vintage Appeal




Soft, Smooth & Sophisticated

Legacy ITSM tools resulted in poor service quality and high costs The company’s existing ITSM solution was a major barrier to this mission. It had deployed legacy tools and was highly dissatisfied with the results. The shared service organization found these tools difficult to use and saw them as having little value. And, because the shared service organization was hampered by its ITSM platform, it developed a reputation for slow delivery and lack of agility. Individual business units started to bypass shared services, opting to deploy their own tools and processes. This created major risk for the company, since it was losing control of its critical service delivery processes.

Siloed systems and processes created significant security risks Cost and service quality weren’t the only issues. The customer was also deeply concerned about its IT security capabilities and was particularly worried about its ability to prevent security breaches. Again, this problem was rooted in the organization’s existing ITSM tools. Because the legacy solution offered nothing to manage security processes, the company’s security operations team had adopted its own separate tools.


Transforming IT service delivery and security in a few months – That’s why the company chose ServiceNow. With ServiceNow, it could create a common data model across IT and security, adopt best-practice processes, and dramatically lower costs. The opportunity allowed to redesign and reengineering of business & IT processes and discard its legacy tools.

Working with DX Digital technologies went live with ServiceNow in less than twelve months. The company rolled out a complete ServiceNow ITSM solution—including Incident, Problem, Change, and Knowledge Management as well as ServiceNow Security Operations for vulnerability response


ServiceNow IT Service Management
ServiceNow GRC – Security Operations


  • ServiceNow IT Service Management
  • Improves IT service delivery
  • Provides a consistent, best-practice data and process model for IT service delivery


  • Transformed IT service delivery in seven months
  • Accelerated and de-risked development
  • Lowered IT service delivery costs by xx million per year
Case Studies


Reach Out to us now!

Privacy Settings
We use cookies to enhance your experience while using our website. If you are using our Services via a browser you can restrict, block or remove cookies through your web browser settings. We also use content and scripts from third parties that may use tracking technologies. You can selectively provide your consent below to allow such third party embeds. For complete information about the cookies we use, data we collect and how we process them, please check our Privacy Policy
Consent to display content from Youtube
Consent to display content from Vimeo
Google Maps
Consent to display content from Google