From instance inspection to better ServiceNow

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

HealthCheck by SPOC for checking your ITSM instance

SK ID

HealthCheck by SPOC for checking your ITSM instance

Baltic e-identity

SK ID Solutions is an Estonian company specializing in global e-identity solutions that enables citizens of different countries to log in to e-services and access electronic signatures. The company cooperates with nearly 1000 organizations, including financial, healthcare, education, and other private and public sector e-services. It also partners with the Estonian government in issuing certificates for ID cards, Mobile-ID, Digi-ID, etc. The main markets are Baltic and Nordic countries, which have been issued with 3 000 000 authentication tokens by SK ID Solutions.

Main challenge: improve instance work

The Customer needed to perform an inspection to check the instance’s general health and develop some areas of ServiceNow, like improving the look of the Service Portal or translation uniformity. There were also some inconsistencies related to flows in Flow Designer and Workflow Editor. Notification content for assets displayed wrong ticket numbers. Checking instance performance in areas used commonly (Incident Management, Change Management, Assets, Service Catalog) was the main task to ensure protection and security of ServiceNow.

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

Complex ITSM implementation for the top company from the pharmaceutical industry

Polpharma biologics

Complex ITSM implementation for the top company from the pharmaceutical industry

Leader of innovation

Polpharma Biologics is a relatively new and innovative company; however, being part of Polpharma, it has nearly a century of history. The company develops and manufactures biosimilar drugs in three sites in Poland and the Netherlands. With over 700 people and 10 000l bioreactor production capacity, it is one of the biggest biopharmaceutical companies in Europe. Polpharma Biologic, with its pipeline of novel biologics and biosimilars, is currently working on two innovative drugs and has seven molecules in the portfolio of biosimilar drugs.

Main challenge: fulfilling sector regulations

Polpharma Biologics needed an IT Service Management tool that is stable and fulfills strict pharmaceutical regulations. Introducing changes to an IT system has to follow a specific validation process, covering documenting the solution, defining an adequate level of testing, and providing evidence of performed tests. All those components need to allow full traceability. 

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

What distinguishes this project?

Close cooperation

The project was challenging due to the specificity of the pharmaceutical industry and process validation. The key to success was analytical skills and strong commitment from both the SPOC team and Polpharma Biologics.

Solutions variety

The project covers various services like IT Service Management Products, Key processes synchronized via setting the respective workflows with the GxP process, PDF Generator (native SPOC app), Process Consultancy / Advisory.

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