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Go Live ABN AMRO – MyIT Service Portal

Bart van Muyen
Account Manager

Recently we celebrated the Go Live of our project at ABN AMRO. We use the ServiceNow platform to deliver a quality Service Portal Experience. Read about the challenge, the solution and the results!

▶ Challenge

  • Creating a centralized entry point for all related requests, questions and forms through a Service Portal.
  • Adding knowledge articles to the Service Portal so that ABN employees can easily find relevant information.
  • Providing a Service Catalog which creates clarity and is the basis for fulfilling requests.
  • Streamlining and standardizing the flow of the requests and questions giving insight of the outstanding requests and workload.
  • Creating an experience that is built around the end-user.

▶ Solution

  • Fruition Partners built the MyIT Service Portal in existing ServiceNow instance.
  • Single System of Record and System of Action for Service Management.
  • Transformation from heavy custom made applications to baseline functionality.
  • Focus on IT Service Management and IT Operations Management​.
  • Working together with a dedicated UX designer to optimize end user experience.
  • Demo after every release to end users to collect and process feedback.

▶ Results

  • Leveraging existing ServiceNow instance and optimizing it for the best user experience possible.
  • A one stop shop to find internal and external knowledge articles, order items from the catalog, report incidents, ask questions and interact with a virtual and live agent.
Would you like to know more about this solution and what we possibly can do for you?
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