Achieving Technology Excellence at TIAA with ServiceNow

Customer Profile

TIAA is a leading financial services institution known for its innovative investment management and retirement solutions.

Business Challenge

The customer had multiple integrations, leading to failed enhancements, and over ~1800 skip records, leading to a complex upgrade process. Over 250 custom fields needed optimization, ~3,000 business rules and 6,500 catalogue items, ~ and 65K monthly change volume made the instance unhealthy for enhancements and upgrade non-compliant.

Scope of Services

The upgrade to the latest family release (Tokyo to Washington DC) included ~100+ integrations, ITSM, ITOM and IT Asset Management applications.

Solution Highlight

Custom integrations were replaced with Integration Hub Spokes; thus, upgrades are robust. Skipped records are bucketed into different categories to reduce the upgrade time. Configuration Database Management aimed to achieve (Compliance, Completeness, and Correctness) with 15% KPI improvement. Mapped custom applications with OOB applications. Revisited discovery solution and deployed Service Mapping for a robust relationship across the platform.

Customer Benefits

The customer was migrated to the latest family release, and governance was put in place for all ServiceNow enhancements. Adapted to OOB asset life cycle, thus improving the asset life cycle. The customer had a deep partnership with ServiceNow; the solution was deployed in collaboration with ServiceNow.

Transformation Impact

The ServiceNow platform was migrated from legacy integrations to OOB spokes, and ITOM discovery and service mapping solutions were optimized. The upgrade duration was reduced by 25%. Business rules were replaced with OOB properties as applicable.