Context 

A leading European financial services company had major problems with its IT setup. A lot of tasks were being done manually and their old system was in a huge mess and this was affecting service delivery badly. They solved all these problems after they started partnering with us and our ServiceNow platform, which is focused on IT service management and agile development. 

Our Approach 

From the start, we have followed agile principles, ensuring that both business and IT stakeholders were fully engaged from day one. 

We applied the following core practices during the project: 

• Agile implementation structure using iterative sprints, which allowed us to make steady progress, deliver functionality early and respond quickly to customer feedback. 

• Integrated stakeholder involvement, where business product owners, IT managers, and support teams participated in daily stand-ups, backlog planning sessions, and sprint reviews, making sure that every step of the development stayed aligned with the business needs. 

• Direct collaboration on user stories and testing, which made it easy to respond to changing requirements. 

• Real-time feedback loops, maintained through regular demos and collaborative sessions, allowed teams to quickly adjust priorities and address emerging needs. 

• Shared dashboards and automated notifications kept all stakeholders informed and engaged, supporting transparency and promoting accountability across the board. 

The Results 

• Full transition from manual, email-based workflows to fully digital processes within the ServiceNow platform. 

• Significant improvement in service efficiency, consistency, and transparency across teams. 

• Enhanced ownership and responsiveness through increased visibility into workstreams. 

• Reframed the role of IT from a reactive support function to a proactive strategic partner. 

• Strengthening the organization’s confidence in IT, opening the door to further innovation and collaboration. 

Conclusion 

This project demonstrates how agile delivery, combined with close customer collaboration and the capabilities of the ServiceNow platform, can deliver meaningful change – quickly and sustainably. By embedding the client team into every phase of the project and iterating rapidly on real feedback, we achieved a transformation that not only improved service operations but also redefined the role of IT within the business.