• The Company

    Operating in 9 countries OTP Bank Group is one of the largest independent financial services providers in Central and Eastern Europe with full range of banking services for private individuals and corporate clients. OTP Group comprises large subsidiaries, granting services in the field of real estate, factoring, leasing and asset management, investment and pension funds.


    The Challenge

    OTP Bank’s goal was to implement a standard set of IT service management processes using a support tool that provides a modern end-user portal interface, and can easily be deployed. OTP Bank also looked to replace the IT support functionality of its existing self-developed Service Desk support application with a solution that is scalable, guarantees high availability, easily configurable, innovative, and provides an easy-to-use and intuitive user interface.


    The Choice

    After evaluating the potential solutions on the market OTP Bank chose the ServiceNow platform because of its comprehensive service offering, and high customer satisfaction rate. OTP Bank also had to select suppliers to deliver the solution, so two Central and Eastern European ServiceNow partners, T-Systems Hungary, and GuideVision were selected to implement the solution with their experienced technology teams.


    The Results

    The first stage of the project covering the design and deployment of an end user portal, incident management, request fulfillment, and knowledge management processes was completed in only months utilising Scrum-based agile development principles. The value that OTP Bank’s users derive from the solution includes reduced turnaround times due to the automation of processes, and increased transparency with the help of the modern reporting capability. Users of OTP Bank’s services powered by the ServiceNow platform will benefit from a wide range of services offered via the ServiceNow Service Portal and application interfaces both from desktops and mobile devices. The ServiceNow platform supports end-to-end processes underpinned by integrations and automated workflows.


    Key Highlights

    The Client: Multinational Bank Operating in 9 Countries, Over 36 000 Employees

    Implemented Solution: ServiceNow ITSM, ServiceNow Service Portal 

    Duration: 4 months

    Business Value: End-to-End Service Provisioning to Employees

    Main Project Attributes:

    > A project team of 30+ Agile Development

    > 4 Sprints

    > 200+ Scrum Stories

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