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Financial institution sustains ServiceNow success with staff augmentation


CMDB reliability

Increased operational efficiency



Seamless transition to live production state



Ongoing ServiceNow support


ITSM: Release Management


Powering financial stability through innovation

The client plays a vital role in shaping the nation’s economic policies, ensuring financial stability, and facilitating efficient, secure payment systems. With its cloud-based enterprise service management solution, it automates routine business and technical tasks to better manage service catalogs and a wide array of IT functions.

In its ongoing journey for operational excellence, the client sought to further optimize its ServiceNow applications, setting the stage for a staff augmentation project aimed at deepening its technological capabilities.

“The staff provided were very knowledgeable and easy to work with.”

Client Representative


the challenge

Overcoming resource constraints and technical complexity

For any financial institution, operational efficiency and agile response to market changes are imperatives. The client faced this challenge head-on by committing to an extensive ServiceNow implementation aimed at automating its IT and enterprise service management processes. The client already had a relationship with ServiceNow but needed additional expertise and workforce to bring its ambitious project to life.

While the client had already begun to make strides in automating its IT service management, it faced significant hurdles in terms of resources and technical capability. Specifically, the client struggled with issues surrounding custom coding, complex configurations, and ServiceNow module support. These challenges began to stall progress, risking delays to critical service delivery and costing the organization both time and money.


Tailored staff augmentation services for ServiceNow success

Upon assessing the client’s specific needs and challenges, Cask proposed a staff augmentation strategy to propel the client’s ServiceNow capabilities to the next level. Cask deployed a multidisciplinary team, including a ServiceNow platform architect, two ServiceNow platform engineers, and a vendor project manager, committed to work on the project for 12 successive months.

  • Expertise on demand: Cask’s Platform Architect addressed intricate custom coding and complex configurations that were beyond ServiceNow Support.
  • Performance and reliability: Weekly log reviews, environmental performance assessments, and planning were conducted to ensure a smooth operation.
  • Strategic upgrade support: Assistance was provided to help transition nonproduction applications to a live production state.
  • Knowledge transfer: Cask offered training to the client’s team, enriching its foundational understanding of the ServiceNow platform.
  • Monitoring and reporting: Proactive monitoring and alerting were established, along with weekly status and burndown reports from the vendor project manager.

Cask’s efforts enabled the client to successfully manage ServiceNow applications post-implementation, providing the client with the skills and know-how to maintain and even improve its operations.

Understood our business requirements?


Enabled us to manage our ServiceNow applications post-implementation?


Managed project timeline effectively?


Positioned us to achieve our desired business outcomes?


Communicated clearly throughout the project?


Provided a high level of expertise in implementing our solution(s)?



A nurtured partnership for sustained success

Cask’s relationship with the client has extended nearly three years and involved tens of thousands of hours across 11 projects. This staff augmentation project wasn’t only about filling roles: It was about understanding the client’s unique needs and providing the right people to meet them.

Cask didn’t just bring technical proficiency: It also offered the client a partnership grounded in mutual respect and understanding. By serving as a trusted guide, Cask helped the client navigate through the complexities of ServiceNow, positioning it to achieve its desired business outcomes.

Partnership for Sustained Success-1429125771

Associated resources

Let’s Innovate Together!

Request a complimentary consultation from Cask

Cask’s unparalleled expertise is ready to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.

Your journey to innovation is just a click away. Schedule your meeting with our Cask advisors and become part of the success story that defines your organization’s future.

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