“Through a modern end user portal and transparent service offerings, our employees will now benefit from reduced service provisioning times.” Gyula Gótzy, Head of Service Desk, OTP Bank
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.
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 selfdeveloped 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.
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 first stage of the project covering the design and deployment of an end user portal, incident management, request fulfilment,
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.
OTP Bank plans to automate additional business and IT processes by deploying further ServiceNow applications, and by continually improving and optimising the processes and supporting functionality.