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RBS and Bank of Ireland cut IT ticket response times with ServiceNow

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The banks recently moved to ServiceNow’s cloud services to cut down the time it takes IT to respond to tickets, and free them up to be more proactive.

On the London stop of its European tour, ServiceNow revealed how two large banks are using its cloud-based IT service management software to reduce ticket response times.

Royal Bank of Scotland has gone live with ServiceNow, on-boarding 14,000 employees onto its ITSM ticketing system in 10 months, and Bank of Ireland is due to go live next month. Both banks are also using other ServiceNow products, including incident, problem and change management tools.


For RBS the average incident raise time has come down from 20 to eight minutes and the average time taken to make the change from 360 minutes to 84. More than 50 percent of critical IT processes are now automated through the platform, saving 46,000 man hours a month. Early customer surveys had an 80 percent approval rate, saying it was easy to use.

Bank of Ireland’s early results are more hypothetical at this stage. Mark Kellett, IT service design manager told Computerworld UK that the ticket-raising process has now been automated, reducing time required from 25 minutes to five. This will apply to anyone implementing a change, be it a mainframe change or a software patch, across both partners and the banks internal divisions.

From the perspective of the bank’s customers, the benefits will be reduced service downtime as well as freeing bank staff up for value added activities.

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