Case Study: de Volksbank achieves IT service excellence and 25% improved IT efficiency with ServiceNow

De Volksbank achieves IT service excellence with ServiceNow

De Volksbank is an independent Dutch retail bank (5,000 employees across four brands) focused on simple, customer-first financial products. Its centralized IT organization was held back by an outdated service management solution: disparate tools and knowledge silos, slow three‑month upgrades, and manual processes that caused inefficient service delivery and slowed internal innovation.

Working with a ServiceNow partner, De Volksbank implemented the Now Platform and IT Service Management to consolidate systems, deploy a self‑service portal and CMDB, and automate incident, request and change workflows. The changes delivered a single system of record, faster three‑week upgrades, a 25% gain in IT efficiency from auto‑assignment (plus a 7.5% reduction in change effort), improved risk visibility, always‑on self‑service for employees, and freed IT to focus on product development.

de Volksbank

Jeroen Jochems

Manager, Platform Automation Team