Case Study: U.S. Bank achieves a culture of IT self-service and faster incident resolution with ServiceNow

How ServiceNow is helping U.S. Bank build a culture of IT self-service

U.S. Bank began rolling out ServiceNow modules—starting with IT Service Management and followed by HR and security—to encourage employees to self-serve technical support instead of calling service centers. The bank had relied on multiple manual tools to produce and distribute monthly IT incident reports, making it hard for managers to see consistent metrics and identify improvement areas quickly.

ServiceNow implemented a Performance Analytics dashboard that standardized metrics and visualized how applications delivered business value, enabling teams to route incidents to the appropriate groups and resolve many issues via self-service. The result: fewer calls and chats to service centers, time savings for incident and change teams, and faster, data-driven decision making by managers that accelerates desired business outcomes.

U.S. Bank

Tracy Hall

ITSM Product and Reporting Manager