By Tari Dogra, Head of Division – IT Service Management, St James’s
Place Wealth Management
In a recent issue of St James’s Place’s corporate magazine The Investor, I came across an
interesting thought about the future of work: “Ultimately, the
ability to have fulfilling careers will depend on technology both
absorbing an increasing amount of the drudgery of work and
developing new, exciting opportunities.”
It is something I feel passionate about because, as a senior IT
executive, I have seen the difference a well-thought through
technology project can make to employees’ lives and daily
It is not just about making their work lives as easy as real life
and removing the stress associated with dated processes and IT
solutions. It is also important to adopt good practices and tools that
enable more efficient ways of working for all staff.
With the introduction of the ServiceNow Now
platform, we have achieved a step-change of this kind at St
From outdated tools and practices to digital workflows
Our Technology and Business teams used to operate with an
end-of-life system that we could no longer support or keep up to date.
Collaborative working and sharing were difficult because of
inadequate tools and manual processes (too many emails and disparate
I relished the opportunity to create a completely new IT service
management function, review and improve existing processes while
introducing new processes, using a cloud-based platform that would
supercharge our digital journey.
ServiceNow fitted perfectly, giving us the flexibility and
scalability that we needed as a business. The Now platform, with its
intuitive digital workflows has accelerated our business processes and
completely transformed the work of our teams, boosting their
productivity, engagement and motivation.
Supporting a growing business
It’s no wonder, given where we were before ServiceNow. Every request
submitted to the service desk was classed as an incident, so triaging
these was time consuming and complex. Now we can accurately classify
all of the requests using ServiceNow’s digital workflows to route
these efficiently to the right teams.
The efficiency gains have been tremendous, and the IT service team
now handles an average of 12,000 incidents per month — and that’s true
incidents, not all the requests that were previously lumped into the
When it comes to requests, St James’s Place’s community of 15,000
employees and advisers (referred to as ‘partners’) can now self-serve
using the online service portal to ask for hardware, software or to
submit enhancement forms for business services.
Collaboration was improved by gathering and creating knowledgebase
articles, for use by support teams and end users, with a full review
and approval workflow.
When every role becomes meaningful
The impact on our teams is even better than I expected. They have
full visibility of queries, requests, issues, problems and changes
through one single dashboard, empowering them to support our
continuous business expansion.
Their time has been freed up to focus on meaningful conversations
based on real-time insights. At our fortnightly internal problem
management forum we now discuss the impact (no of incidents related)
of the problems raised and the best ways to resolve them.
At St James’s Place we also pride ourselves on our personalised
face-to-face relationships with clients — it’s what we feel really
sets us apart. ServiceNow is an enabler for both our employees and
partners to have much more meaningful interactions with the most
important stakeholders in our business: our clients.
Our people can focus on our core commitment of driving the best
possible outcomes, in resolving issues as efficiently as possible.
Scratching the surface of innovation
The ability to switch on new features quickly and reliably has
enabled us to improve our services in an incredibly agile way. As an
example, we have built and deployed a client services feedback
application on the ServiceNow platform in just three days, thereby
completely transforming the process.
In a matter of weeks, we brought together all client feedback by
using digital workflows to drive appropriate actions across the
organisation. As a business, this meant it created a better customer
experience by responding rapidly to client concerns and ideas.
In my opening quote I referred to technology opening new
opportunities. A growing number of our departments and business
processes (ERP, Partnership Support, CRM, Investment Management etc.,)
will continue to benefit from ServiceNow’s digital workflows in the
future and demand from the business is there to drive further digital transformation.
We have only just started to unlock the potential of an incredibly
powerful platform. In doing so, we are enabling an efficient working
environment and supporting the business in building and sustaining
long-term client relationships.