Nationale Nederlanden’s IT service management tools are no longer able to meet the increasingly complex needs of financial service providers. In order to keep up with the implementation areas of cloud management, agile/DevOps, standardization and continuous integration and continuous delivery, Servicenow has implemented it globally after acquiring Delta Loyd. According to Sandor Beckmann, service and process management manager at Nationale Nederlanden, this makes continuous construction, testing and implementation possible. He explained to Channelweb how the organization works with Accenture and Fruition.
In order to achieve a future-oriented solution, an integrated service management tool is needed that can standardize and automate the processes of the Nationale Nederlanden Group in the Netherlands and internationally. In addition, the possibility of extending the tool to other areas rather than just increasing its efficiency. Beckman said that a new tool will also ensure that we can better respond to developments in the security field.
Which solution was chosen and why?
‘Decided to implement Servicenow. Delta Lloyd, which was taken over by Nationale Nederlanden on July 1, already uses Servicenow, which provides an ideal solution to meet the needs of the organization. It is a platform that is not only an IT service management tool, but can also be extended to other areas, such as human resources and financial management. In addition, from an international perspective, process standardization is also necessary. Servicenow is conducting an international promotion in Nationale Nederlanden to ensure that one method and one working method are adopted in all countries.
What is the trajectory of the project from beginning to end?
“The project started in mid-2017, after which the business case must first be developed. Subsequently, the scope and overall stage were determined. It was decided to deploy Servicenow in the Netherlands first, and then join other countries on a large scale. After determining the scope and plan, a seminar was held with the stakeholders of the organization to determine what the ideal process looks like and whether it is feasible within Servicenow’s capabilities.
Subsequently, the development process begins, which requires close cooperation between the DevOps team and stakeholders. Afterwards, intensive testing was conducted for a period of time. After the testing was completed, hands-on training courses were organized to familiarize a considerable number of people in the organization with the use of the tool. In the course of the project, by organizing presentations, town hall meetings (large gatherings where all staff gather together) and other activities, the organization can understand the implementation progress as much as possible.
What role did Nationale Nederlanden, Accenture and Fruit play in this project?
Accenture is responsible for the organization and management of the project, and Fruition is responsible for the technical aspects (development) as an implementation partner. Naturally, close cooperation between the two parties and the National Kuomintang is needed to make the implementation successful.
What are the factors for success?
‘The organization’s great commitment and enthusiasm for tool implementation. Nationale Nederlanden has a very pleasant culture inside, where people can change and innovate anytime, anywhere. This is of great help to the implementation of the project. Another success factor is the close cooperation and communication between Nationale Nederlanden and its partners Accenture and Fruition. We respect each other’s expertise on an equal basis. This ensured rapid progress and effective resolution of the problem.
To what extent did the project encounter setbacks?
“In every project, there will be unexpected situations. There are many technical challenges, and the team must go all out to solve these problems. A lot of sweat was spent, but no insurmountable setbacks were encountered.
What are the key learning points in the project?
“The enthusiasm for Servicenow is so high that during the implementation process, many requests for certain additional functions or for example to integrate another application with Servicenow were made. This is a learning point to manage time more centrally Tables and expectations, because we simply cannot meet all requirements at the same time.
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