New AFIRME portal: intuitive and scalable
Optimizing the use of ServiceNow licenses
Business process onboarding with App Engine
Banco Afirme is a provider of financial services based in northern Mexico, with operations throughout the country since 1995, it is one of the ten largest banks in Mexico. Understanding the power that the ServiceNow platform has offered in the past and they chose Devoteam Mexico as their partner to optimize the potential of the platform.
Implement the first phase of an ITSM solution, with the aim of providing end users with back office services for the bank’s call centre and branch network operations. This required modernizing the service portal, making it more intuitive and user-friendly, as well as incorporating business processes into the platform, with the help of App Engine. The implementation had to reduce the number of unused licenses to optimize operating costs.
As a way to better understand the context of our Client, Devoteam immersed and explored the processes and the surrounding environment of Banco Afirme’s ServiceNow to develop a comprehensive study focused on four key aspects: business and functional, demand management and development, operations IT and platform.
Part of the solution included: Platform version update every 6 months. Creation of a new service portal with mobile access, notifications, surveys and SLA. Creation of a help desk by segments. Incorporation of business processes in the platform.
The better change
We reduced the number of licences in use: -68% Admin -36% Fulfiller -78% Worker
A new SCRUM module implemented.
New developments for emerging challenges