Go Live ABN AMRO - MyIT Service Portal

Bart van Muyen, June 19, 2019, - 3 min read

▶ 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.

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