Case Study: Royal Bank of Scotland achieves 46,000 employee hours saved and 76% faster change management with ServiceNow

RBS elevates the banking experience for customers with ServiceNow

Royal Bank of Scotland (RBS) set out to be the top UK bank for customer service but faced growing IT complexity after acquisitions: 14,000 users were working across 13 different ITSM tools and multiple CMDBs, raising changes took an average of seven hours, and meeting 56 regulatory controls was a major burden. RBS needed to speed delivery of new offerings, cut costs, and improve compliance while simplifying IT service management.

RBS implemented ServiceNow IT Service Management with ServiceNow Professional Services to unify incident, problem, change, and configuration processes. Within 10 months it integrated 15 data sources and rolled the platform out to 14,000 users, improving average time to raise a change by 76% and incidents by 60%, automating over 50% of critical controls, saving the equivalent of 46,000 employee hours, decommissioning 10 legacy systems, and improving the workday for more than 75% of employees.

Royal Bank of Scotland

Pete Coleman

Head of Service Delivery