ActivTrades moved 99% of IT service requests online, freeing up IT teams to focus on innovation‑led business projects.
The Situation
ActivTrades is a leading independent broker, a fintech company, that provides trading services in Forex, Contracts for Difference (CFDs), and Spread Betting.
The company was using a free, open source system to deliver IT support to all employees which over time resulted in a set-up with limited features and no flexibility to scale with the requirements of a fast-growing and tech-focused company.
ActivTrades needed to address its chaotic approach to IT service delivery, the lengthy request fulfilment processes, and slow resolution times and provide a solution that matches the technical level and image of the company.
The Solution
Working with ITCE, ActivTrades planned a phased approach to shape a new IT service management strategy and introduce ServiceNow as the leading world-class platform to underpin this strategy. Simultaneously, ITCE was advising ActivTrades on the preparation for ISO27001 certification.
In just three months, ITCE and ActivTrades had scoped and implemented release one of ServiceNow, focusing on the areas that would deliver maximum value in minimum time: IT Service Management, Service Portal, Incident and Change Management, and Project Management.
ServiceNow Solutions Implemented:
- IT Service Management
- IT Business Management (Project & Portfolio Management)
Results
The efficiencies delivered by the introduction of ServiceNow have enabled the IT team to better balance the issues of internal users with the demands of the business for innovation-led projects.
ServiceNow IT Business Management (Project & Portfolio Management) was introduced as part of phase one to support the focus on multiple projects and certification in ISO 27001, ensuring the team can manage and resource key activities that support business development and growth.
“Technology lies at the heart of the ActivTrades business and the more our business grows, the more ServiceNow can grow with us and adapt to our needs. I am happy to have been able to work with ITCE and I would gladly do it again. – Ivan Ivanov, IT Department.
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