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How ServiceNow is helping U.S. Bank build a culture of IT self-service


U.S. Bank began rolling out ServiceNow modules last July with the IT Service Management (ITSM) application, followed by their HR and security applications, with more Now Platform features rolling out yet this year.

Bank executives wanted to get a look at how the new applications were helping their goals of encouraging employees to self-serve their technical support needs instead of calling service centers for help, enabling them to get back to work faster. Using ServiceNow Performance Analytics, ServiceNow worked with U.S. Bank to create a dashboard that showed how the applications were delivering business value.

Like many companies, U.S. Bank previously relied on multiple productivity tools to manually create monthly IT incident reports and distribute them among managers. With the new dashboard, “we’re on a journey toward making [that whole process] digital,” said Tracy Hall, ITSM product and reporting manager at U.S. Bank. Metrics and formulas are all consistent and clear, making it easy to understand.

The dashboard is also helping incident-management and change-management teams realize how they can save time. For example, all incidents were once routed to the service center even though many could be addressed more efficiently in other ways. “Depending on the issue, we’re now routing incidents to appropriate groups,” Hall said. “We’re seeing the numbers really shift from calls or chats from employees about IT issues toward resolution through self-service.”

Hall admits that the volume of reports available at first can feel overwhelming. She recommended that new users take the time to identify service areas with the best opportunity to produce change, and then focus on three or four key performance indicators for each process.

The ultimate payoff for U.S. Bank is that the platform helps managers make smarter decisions that drive the desired business results. “Having the Performance Analytics piece built into the dashboard means we’re not looking for that needle in a haystack anymore, but driving quickly toward getting results,” said Hall.

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