Challenge

A Fortune 150 financial services institution faced significant setbacks due to a stalled Vulnerability Response implementation utilizing the ServiceNow platform. The lack of industry expertise from the selected implementation partner resulted in the inability to move any code to production after months of attempts. ServiceNow was a newly implemented platform for the organization, leading to internal confusion, skepticism, limited adoption, and an inability to automate, orchestrate, or build new functions.

Solution

Recognizing the critical nature of the situation, our team determined that resetting the ServiceNow environment with a Z-boot instance to eliminate flawed development work was the best course of action. Our resources then conducted comprehensive workshops to engage stakeholders at all levels, ensuring their needs were thoroughly understood and addressed. Adopting an Agile methodology, the project was managed within the client’s instance, breaking down development work into manageable stories and sprints. This approach enabled incremental progress, regular feedback loops, and adaptability to the client’s evolving needs.



Impact

In less than three months, OPS resources successfully deployed the Vulnerability Response module to production, delivering substantial value to the client. The solution automated the work of several teams, including the entire risk management team, and streamlined approval processes for risk acceptance and deferral saving the client more than $1M annually. The implementation also centralized the system of record (SOR), significantly improving data integrity with an error rate of less than 0.1%, a nearly 100% improvement from previous methods. Data pulls that previously occurred weekly now occur every four hours enabling near real-time decision-making and empowering the client to create critical dashboards for executive leaders and decision-makers.

Testimonial

“Not only could the resources provide specific, granular technical details of how to implement the solution, but they could also clearly unpack the why behind those technical decisions and advocate for the overall business value. They successfully turned around the program and went live with a product significantly exceeding expectations…able to pivot quickly as our organization changed and built strong bridges across teams."

- Vice President, American Bank holding company

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