Case Study

National Bank

Modernizing Banking Technology

National Bank of Canada’s ServiceNow Implementation

In a transformative year-long project starting late 2023, National Bank of Canada (BNC) partnered with the Ateko team to revolutionize their IT service management infrastructure. This initiative marked a pivotal shift from an outdated system to the cutting-edge ServiceNow platform, yielding remarkable improvements in operational efficiency and user experience across the organization.

The Challenge

Breaking free from legacy systems

BNC faced a critical turning point with their aging Remedy ITSM solution. The bank needed more than just an update – they required a complete technological transformation that would:

Harness the power of cloud computing
Provide greater flexibility and scalability
Enable seamless system integrations
Deliver an enhanced user experience

Strategic Goals

The bank’s modernization initiative was driven by a clear vision to revolutionize their entire IT service infrastructure. At its core, the primary mission was to transform BNC’s IT Service Management (ITSM) and IT Operations Management (ITOM) to align with industry-leading practices. This ambitious undertaking required a carefully orchestrated approach to deploy a state-of-the-art solution while fostering expertise and maintaining transparent communication across the organization.

The Solution: A modern technology stack

Partnering with the team at Ateko, BNC was able to implement a comprehensive solution that included:

ServiceNow platform deployment
Integration with key systems:
- Azure AD for single sign-on
- SCCM for configuration management
- Jira for incident tracking
- Everbridge for critical notifications
- MS Teams for collaboration
AWS-based infrastructure with MID servers
Service Graph implementation for cloud environment monitoring

Remarkable Results

The implementation delivered impressive outcomes including successful onboarding of 25,000+ ServiceNow users, and Zero P1/P2 incidents in the post-launch period.

The modernization effort delivered substantial improvements across multiple areas of BNC’s business, including:

Strengthened knowledge management capabilities
Streamlined operational efficiency through modernized ITSM/ITOM processes
Enhanced visibility and control via CMDB and CSDM implementation
Improved collaboration through system integrations
Better user experience with centralized employee portal

“Ateko is an essential partner for us, helping us modernize our IT service management and operations processes with ServiceNow, while seamlessly integrating several critical systems. Thanks to Ateko, we are improving our operational efficiency, which contributes to enhanced user satisfaction and better service. Their collaboration and determination have been exemplary, and this success is a testament to their talent and team spirit!”

Julie Lévesque, Executive Vice President, Technology and Operations
National Bank of Canada