Santander Consumer Finance

SaaS offerings are commonly associated with functions that sit at the periphery of the organisation: customer relationship management, HR or recruitment, for example.
But Service-now.com’s IT service management (ITSM) offering proves that the model can be applied to the very guts of a business – its IT infrastructure.  

One enthusiastic Service-Now.com customer is the US retail division of the Santander banking group. Kimberley Rogers, IT service manager at Stander Consumer Finance in the US, is positively gushing.

“We use Service-Now.com to support our incident resolution process [among other functions],” she explains. “The ease with which we can move incident to problem [definition], from problem to known error, and from known error to resolution is incredible; it only takes a few clicks.”

Comparisons of Santander Consumer US’s Service-Now.com implementation to its previous ITSM tool deployments make for some impressive statistics.

“With the last tool we deployed, the implementation alone cost us six figures,” recounts Rogers. “Service-Now.com cost just $33,000 to deploy.” Time to deployment was also down 20%, she adds.

Patches and upgrades to the Service-Now.com system are barely noticeable, Rogers reports. “The time it takes to upgrade, from the point when Service-Now.com informs us, is literally only a few minutes. With other systems, it can take hours. Plus we don’t lose our configurations.”

And importantly, the deployment has allowed Rogers to cut the cost of maintaining IT services. “Finding information within the system is so easy that it has cut the cost of incident resolution,” she says.

Pete Swabey

Pete Swabey

Pete was Editor of Information Age and head of technology research for Vitesse Media (now Bonhill Group plc) from 2005 to 2013, before moving on to be Senior Editor and then Editorial Director at The...

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