McGarvey, Head of IT Service Management, CYBG
recently came across an amusing cartoon by Marketoonist where a
digital transformation expert is aiming to present via a conference
call. Because the other party on the call is unable to view his
slides (on digital transformation), they ask him to fax the
presentation across. While exaggerated and comical, the cartoon
stems from a nugget of truth.
Digital transformation is
often still a buzzword that people struggle to implement in reality.
Why? Because challenging the status quo, changing people’s mindsets
and kick-starting organisational change is difficult.
even more so the case in the financial services industry and in
legacy banks, and that includes CYBG plc, owner of Clydesdale Bank,
Yorkshire Bank, Virgin Money UK and digital banking service, B.
Becoming a challenger bank
CYBG, we are on a journey to becoming a digitally-savvy banking
group. Both Clydesdale and Yorkshire Banks improved the mobile
banking experience last year and the group has implemented a more
agile development cycle throughout the organisation. At the heart of
our quest to become a true national competitor to the status quo is
a major Service Transformation programme, focused on improving the
customer experience and driving a Digital Workplace initiative.
To date, we have learned that implementing digital workflows and
processes, running on an
intuitive platform that is designed to handle high volumes of
change, is absolutely essential on this journey.
platform to ‘get things done’
platform underpins our Service Transformation programme. In
just six months, we’ve transformed our IT service delivery approach
to generate almost immediate operational efficiencies, which gave us
confidence in the continued enterprise roll out.
created a powerful
self-service portal that allows 6,000+ users to do much more
than simply log incidents. They can reset passwords, track requests,
see updates on service status and queries, and choose applications
from a service catalogue.
Digital workflows streamline the
processing and management of requests and incidents and accelerate
approvals, which saves time for our team and enhances the user
We have also been able to completely change the
way people work with IT, reducing the number of interactions with
the service desk. It’s empowering our staff with more time to
perform daily service reviews and put a greater focus on SLA-driven
Most importantly, we can now focus on
continual service improvement activity, value creation and
delivery. Greater staff efficiency also means we can support CYBG’s
growth and tap into the talent within our team, without hiring extra
An exciting journey of transformation
It became clear very quickly that the Now Platform
is so much more than a service desk enabler.
only half-way through our complex and exciting journey and we are
looking beyond IT service management to incorporate ServiceNow into
all our services and applications. The platform’s support for
technologies, such as
virtual agents ,
machine learning and mobile clients to support a BYOD/
virtual working policy, will only serve to accelerate our plans.
In ServiceNow, we’ve created a strategic platform to enable
and support our
digital transformation . Change does not have to be as
difficult as many people think it is.
You can read more
about the CYBG journey with ServiceNow here .
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