Case Study: St. James's Place Wealth Management achieves accelerated innovation and streamlined IT service management with ServiceNow

St. James’s Place Wealth Management accelerates innovation with ServiceNow

St. James’s Place Wealth Management is a FTSE-100 wealth manager in London with 2,000 employees and over £103.5bn in client funds, focused on long-term, face-to-face relationships. Its Technology Services team faced an end-of-life IT service management system, limited functionality, poor visibility of incidents, and time-consuming manual triage while needing to support a large network of employees, partners and third-party staff.

The firm implemented ServiceNow IT Service Management and IT Operations Management with a self-service portal and digital workflows, consolidating triage, problem, change and request processes into one dashboard. The change automated reporting, freed staff for higher-value work, handled ~12,000 incidents per month, delivered 90% customer satisfaction, supported 8% business growth with the same team, and created a scalable foundation for faster innovation and further IT maturity.

St. James's Place Wealth Management

Tari Dogra

Head of Division - IT Service Management