Case Study: Raiffeisen Bank Bulgaria achieves digital transformation and market leadership with ServiceNow

Digital transformation creates leadership position in the Eastern European banking sector

Raiffeisen Bank Bulgaria, a Sofia‑headquartered bank founded in 1994 with 138 branches and over 2,500 employees, faced mounting complexity from 20+ years of in‑house tools, vendor systems and legacy applications. With more than 200 systems in use, a backlog of 100+ unclear demands and a queue of 200+ IT changes, the IT organisation lacked visibility, struggled with resource planning and spent most of its time “keeping the lights on” rather than driving innovation.

Working with partner ITCE, the bank implemented ServiceNow IT Business Management in just four months—deploying demand management, resource management, project portfolio management and a business applications catalogue. The platform delivered transparent demand and project queues, streamlined change and release processes, resource planning and time tracking, and a central service catalogue. As a result IT moved from a support role to a strategic business partner, enabling faster delivery of digital initiatives and strengthening the bank’s position as an innovative leader in the Bulgarian financial sector.

Raiffeisen Bank

Valentin Milanov

Head of IT Division