Degroof Petercam Servicenow

From instance inspection to better ServiceNow

Belgian financial heritage

Degroof Petercam is a financial institution with 150 years of experience with headquarters in Brussels. The bank employs more than 1400 professionals in eight European countries. Until today more than 70% of the company is owned by the family shareholders. With 469.2 million euro net income and 75 billion euro total clients assets, the bank offers a comprehensive range of services to high net worth clients, including private banking and wealth management.

Main challenge: improve instance work

The Customer wanted to perform an instance inspection to improve instance work with the main focus on developing some ServiceNow areas and fixing them like, e.g., the Service Portal look. Degroof Petercam struggled with inconsistencies related to flows implemented in Flow Designer and Workflow Editor. Eliminating problems with wrong ticket numbers was of the highest priority.

ServiceNow instance inspection process

After discussing current issues on the ServiceNow instance¨together with Degroof Petercam, we decided to perform both manual and automatic inspections followed by reports. Results of assessment and steps provided in the Action Plan were divided into incidents or changes to be further implemented. Our solutions covered:

  • Running our automatic HealthCheck scripts to verify instance performance. HealthCheck is a SPOC Maintenance & Development Team service that verifies the ServiceNow instance performance
  • Manual inspection performed by the M&D developer to, among others, make a licenses analysis and propose additional ServiceNow features that could be useful for the Customer.
  • Health Check performed on the Customer production instance.

Our perspective

Krzysztof Klamycki

We used our HealthCheck tool to determine if there were any potential issues at the Degroof Petercam instance that needed to be urgently addressed. HealthCheck also made it easy to find spots on the system that needed to be tweaked to keep things running smoother.

Krzysztof Klamycki

M&D Team Leader at SPOC

M&D Team Leader

ServiceNow instance inspection benefits for Degroof Petercam

No more problematic notifications

Most of the ServiceNow flows were fixed

Mapping new possible improvements that could be implemented on the customer instance, e.g., Change Management process, ITOM, security improvements

The customer has found additional issues on the instance (Incident Management description field) that extended the scope, and we fixed these issues

In addition to diagnosing the problems, we also fixed the new deficiencies discovered on the instance

Knowledge about new features available on the ServiceNow platform

What does the client say?

HealthCheck helped us determine if there were issues in our instance that needed to be addressed urgently. HealthCheck made it easy to find places in the system that needed to be tweaked to keep things running more smoothly.

Steven Claes

ServiceDesk Manager at Degroof Petercam