Case Study: FHLBank San Francisco achieves seamless ServiceNow ITSM support with Jade Global

FHLBank San Francisco streamlines ITSM support for 4 years with Jade Global

FHLBank San Francisco, a cooperatively owned wholesale bank, faced significant challenges with its ServiceNow implementation, including a large enhancement backlog of over 120 items and an inability to articulate existing processes. Additional hurdles were the unwillingness of teams to adopt best practices, out-of-the-box functionality that did not meet specific business needs, and stringent project timelines. To address this, they partnered with vendor Jade Global.

Jade Global provided seamless ServiceNow ITSM support over four years, optimizing processes according to best practices and bringing the implementation closer to out-of-the-box features. The solution improved user experience and satisfaction while introducing more automation, which resulted in less manual work for agents. The vendor successfully managed multiple concurrent projects and a major upgrade, which was described by the client's IT Service Operations manager as their smoothest upgrade ever.

FHLBank San Francisco