Simplifying a Fragmented Request Environment Through Large-Scale ServiceNow Transformation
Client
Global Financial Institution
Industry
Banking & Financial Services
ServiceNow Capabilities
Service Catalog, Request Management, Workflow Automation, Identity Provisioning, Integrations, Testing, Deployment, Organizational Change
The Challenge
Enterprise request environments can become increasingly difficult to manage as new services, applications, approval processes and fulfillment models accumulate over time.
For one leading global financial institution, a legacy Request Center had grown to support a broad portfolio of identity, access and enterprise services. Retiring that environment required far more than migrating catalog items from one platform to another.
The organization needed to:
- Rationalize overlapping request types
- Redesign fulfillment processes
- Integrate critical identity systems
- Automate approvals and fulfillment
- Migrate services in controlled waves
- Preserve operational continuity throughout the transition
The transformation needed to operate within the security, governance and release requirements of a highly regulated financial-services enterprise.
DTI’s Approach
Working alongside a global systems integrator and the client’s business and technology teams, DTI supported:
- Program management
- Delivery governance
- Stakeholder coordination
- ServiceNow implementation
- Testing
- Defect management
- Deployment support
- Cutover
- Hypercare
- Communications
- Training
- Knowledge transfer
The program used a blended onshore and offshore Agile delivery model designed to provide scalable execution while maintaining enterprise governance.
Our Solution
Rather than replicating the legacy environment inside ServiceNow, the joint delivery team applied a repeatable, wave-based transformation model.
Services were analyzed and rationalized before being redesigned for the future-state environment.
The solution included:
- ServiceNow Request Management
- Service Catalog
- Workflow automation
- Identity provisioning
- Digital-signature services
- Enterprise integrations
- Automated approvals
- Automated and structured fulfillment
- Quality engineering
- SIT and UAT
- Deployment
- Operational transition
This approach created a structured path for moving from a fragmented request ecosystem toward a simpler and more consistent ServiceNow operating model.
The team also supported System Integration Testing, User Acceptance Testing, deployment, cutover and two weeks of hypercare.
The contracted delivery model included:
- 4 cross-functional ServiceNow delivery pods
- Up to 650 service-catalog items
- Up to 10 complex workflows
- Up to 10 enterprise integrations
- Capacity of up to 240 story points per sprint
Modernizing Enterprise Request Management with ServiceNow
DTI Capabilities Demonstrated
- ServiceNow Service Catalog
- Request Management
- IAM integrations
- Workflow automation
- Agile delivery
- PMO and governance
- Quality engineering
- SIT and UAT
- Deployment and hypercare
- Organizational change support
Value Found
A Simplified Enterprise Service Catalog
By rationalizing legacy request types before migration, the transformation focused on simplification rather than replication.
More Consistent Fulfillment
Standardized workflows provided a path toward reducing variation across enterprise request processes.
Greater Automation
Approvals, identity capabilities and fulfillment processes could increasingly be coordinated through ServiceNow workflows and connected systems.
Controlled Enterprise Migration
Wave-based delivery allowed services to move toward ServiceNow while protecting ongoing operations.
Scalable Delivery
The pod-based delivery structure gave the program repeatable capacity for a large transformation backlog.
