{"id":497714,"date":"2021-12-21T15:31:24","date_gmt":"2021-12-21T14:31:24","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/leveraging-the-power-of-servicenow-with-afirme-financial-group\/"},"modified":"2025-05-21T21:07:24","modified_gmt":"2025-05-21T19:07:24","slug":"leveraging-the-power-of-servicenow-with-afirme-financial-group","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/en-se\/success-story\/leveraging-the-power-of-servicenow-with-afirme-financial-group\/","title":{"rendered":"Leveraging the power of ServiceNow with Afirme Financial Group"},"content":{"rendered":"\n
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The snapshot<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

New AFIRME portal: intuitive and scalable
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2<\/strong><\/p>\n\n\n\n

Optimizing the use of ServiceNow licenses<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/strong><\/p>\n\n\n\n

Business process onboarding with App Engine<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

Context<\/h2>\n\n\n\n

Afirme Financial Group is a provider of financial services based in northern Mexico. With operations throughout the country since 1995, it is one of the ten largest banks in Mexico. Understanding the power that the ServiceNow platform has offered in the past, they chose Devoteam Mexico as their partner to optimize the platform’s potential.<\/p>\n\n\n\n

The challenge<\/h2>\n\n\n\n

Implement the first phase of an ITSM solution to provide end-users with back-office services for the bank’s call centre and branch network operations. This required modernizing the service portal, making it more intuitive and user-friendly, and incorporating business processes into the platform with the help of App Engine. The implementation had to reduce the number of unused licenses to optimize operating costs.<\/p>\n\n\n\n

The solution<\/h2>\n\n\n\n
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We reduced the number of licences in use: -68% Admin -36% Fulfiller -78% Worker.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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A new SCRUM module was implemented.
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New developments for emerging challenges.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

As a way to better understand the context of our Client, Devoteam immersed and explored the processes and the surrounding environment of Banco Afirme’s ServiceNow to develop a comprehensive study focused on four key aspects: business and functional, demand management and development, operations IT, and platform. <\/p>\n\n\n\n

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AFIRME is a bank that always seeks to be at the forefront and reflects this both in its operations and in its products and services. In collaboration, we have successfully completed various internal projects, which has allowed us to implement comprehensive solutions to face emerging challenges in a matter of hours.<\/p>\n\n\n\n

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Francisco Bello
ServiceNow Offer Leader Devoteam M\u00e9xico<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

Part of the solution included updating the platform version every six months, creating a new service portal with mobile access, notifications, surveys, and SLA, creating a help desk by segment, and incorporating business processes into the platform.<\/p>\n\n\n\n

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