Case Study: Worldpay achieves faster innovation and shorter, more dependable release cycles with ServiceNow

Worldpay accelerates innovation and application development

Worldpay, a global payments processor handling over 40 billion transactions annually, needed to speed innovation and improve developer motivation. Its traditional waterfall development and manually driven processes were slowing time to market, so the company set a goal to adopt a bimodal approach that combined predictable PMO-style delivery with Agile and DevOps practices.

Using ServiceNow’s Now Platform and IT Operations Management, Worldpay redesigned delivery and support around cross-functional DevOps teams, integrated ServiceNow with JIRA, automated workflows, and shifted most run/support to a customer-focused first line. The change broke down monolithic artefacts, enabled Agile at scale (now used by over half the development organization), and delivered measurable benefits—shorter development cycles, more dependable and frequent releases, high developer satisfaction, 70% of support handled at first line and only 5% by DevOps, and a successful pilot where a team of eight receives just three tickets a week.

Worldpay

Jason Scott-Taggart

Head of Technology Operations