Case Study: Bank of Ireland achieves 75% faster change management and stronger multi-vendor governance with ServiceNow

Bank of Ireland - Customer Case Study

Bank of Ireland, a major Irish financial services provider operating across multiple regulated markets, needed better governance and control over a complex, multi-vendor IT landscape. Its legacy service-management tools and manual, spreadsheet-based processes made it hard to establish a single source of truth, slowed change processes, and increased compliance and reputational risk.

The bank implemented a Service Integration and Management (SIAM) program on ServiceNow with TESM, integrating incident, problem and change management. This cut average change-ticket time from 20 to 5 minutes (75% reduction), improved change quality by 50%, reclaimed more than 75 hours per week, created a single view of change for stronger compliance and vendor accountability, and boosted IT responsiveness and employee morale.

Bank of Ireland

Colin McEvoy

Head of Service Transition