Implementation ServiceNow ITSM at PostFinance: efficient ticketing tool
We were asked to provide a customized ticketing solution for Governance, Risk, Compliance, and Legal (GRCL) at the Swiss financial institution PostFinance. One of the goals of this ServiceNow project was to free the GRCL team’s employees from Outlook emails and instead implement a process-driven solution that is transparent and comprehensible for everyone involved. Our approach was to set up a minimum viable product (MVP) as a prototype. This prototype was designed in such a way that requests from internal users could be recorded, processed, and archived in a centralized manner.
With our Fast Track offering for ServiceNow ITSM, we fulfilled the requirement to introduce ServiceNow and the ticketing solution at PostFinance within eight weeks. Fast Track is our own, very successful methodology for implementing ServiceNow ITSM applications within a few weeks, enabling companies to get off to a quick start with ServiceNow.
When recording and forwarding tickets, we have paid particular attention to the confidentiality of information so that internal security guidelines are adhered to. Self-service is offered with the help of knowledge management articles. We have also embedded automatic notifications and escalations into the process to ensure that inquiries are answered within the expected time.
The implemented MVP solution will be further expanded over the next few months so that all inquiries and reports can be forwarded to the GRCL team and processed and documented in accordance with the high security requirements.
As PostFinance’s ITSM system is also to be migrated to the ServiceNow platform at a later date, we have already implemented appropriate preparatory measures during the setup of the core platform to ensure a smooth transition.
