CHALLENGE

Isabel worked for a long time with their IT Service Management (ITSM) solution. Roel Liers, Senior IT Operations Manager at Isabel: “We used this product to follow-up on calls and IT incidents from our external customers. Because the support of the old solution was stopped, we had to look for an alternative.” Isabel asked several banks for advice and best practices and found out that the best product for their wishes was ServiceNow.

“ServiceNow was promising to be an enabler to improve IT Service Management processes and potentially service levels. Symfoni was appointed as the preferred implementation partner because the company is the EMEA expert for ServiceNow projects.”

SOLUTION

Symfoni rebuilt the existing Incident, Problem and Change Management processes in ServiceNow. Doing so we brought processes that were previously executed with two separate tools together into one. We also introduced a new offering: a Service Catalog with Request Management processes.This will among others allow users to request changes to the Asset database and help IT to fulfill those requests in a more controlled and structured way. During the project, several sources of configuration information were reconciled into the ServiceNow CMDB so that it can be easily used to improve Incident and Problem resolution as well as reduce the risk associated with Changes.

And last but not least ServiceNow also introduces Service Level Management to follow up the quality of service and increase user satisfaction.

During the implementation it turned out that a combination of traditional waterfall and agile SCRUM management was necessary. Most waterfall projects show the same phases: initialization, requirements analysis and design, build and test, deploy, and early life support. During the ‘build and test’ phase the team worked in SCRUM, with 8 sprints, most of the time around one specific process.

Pieter Groen, Project Manager Symfoni: “Working with this combination of project management principals was a very good choice. During waterfall phases all actions were delivered as expected. During the build and test phase, the SCRUM part in this project, we stayed on top of the requests, requirements, issues or defects, ‘works as designed’ questions and never-ending demo’s. This lead to the desired focus on the scope for the first release.”

THE RESULT

The project went live this September. “As with most ServiceNow implementations the implementation no longer depends on local infrastructure assuring a seamless GoLive operation. Meaning that we would have to come back the next weekend to do it all over again,” Groen said. Liers adds: “The GoLive went very smoothly. The team didn’t encounter any showstoppers or even medium issues that required an urgent fix. Nevertheless to guarantee a perfect experience for the end user Symfoni engineers were present in the first days of GoLive. As ‘planned’, they were bored by the absence of issues. The after-care period now being passed we can say that the Symfoni team did a very good job in implementing the product.”

The GoLive went very smoothly. The team didn’t encounter any showstoppers or even medium issues that required an urgent fix. Nevertheless to guarantee a perfect experience for the end user Symfoni engineers were present in the first days of GoLive

– Roel Liers, Senior IT Operations Manager at Isabel 

ABOUT ISABEL

Isabel SA is the main provider in Belgium of Internet banking for the professional users. Large companies, SMEs and government agencies can choose the best products and services from over 20 banks at the best conditions.

For more details, visit: https://www.isabel.eu/

ABOUT SERVICENOW

ServiceNow is a leading provider of cloud-based services that automate enterprise IT operations, with focus on transforming enterprise IT by automating and standardizing business processes and consolidating IT across the global enterprise.

Bob Erwich

Regional Manager, Symfoni ESM Benelux

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