Success Story - Financial Industry

Case Study: Operational Excellence Through Strategic ServiceNow Deployment

Since 2014, a leading global bank with complex regulatory and operational demands has relied on Pathways Consulting Group (Pathways) to transform and continuously mature its ServiceNow® environment. Pathways’ end-to-end platform stewardship has streamlined IT operations, strengthened risk and compliance posture, and created a single, trusted source of truth for both technology and business assets.

Client Snapshot

Industry: Banking & Capital Markets
Headquarters: New York, NY (Americas region)
Employees: ~3,000 in the Americas (part of a 60,000-employee global enterprise)
Initial Goal: Modernize ITSM, improve asset visibility, and embed governance at scale on ServiceNow

The Challenge

Before partnering with Pathways, the bank faced several key challenges that impeded growth, compliance, and operational efficiency:

Pain Point

Fragmented IT processes across multiple tools
Limited CMDB & asset accuracy
Manual risk & policy workflows
Need to scale without adding headcount

Impact on Customer

Slow incident resolution, high compliance risk
Audit gaps, licensing exposure, and poor change impact analysis
Inefficient governance, inconsistent evidence for regulators
Pressure to automate repeatable work and free high-value talent

The Solutions

Pathways deployed a multiphase strategy to address the bank’s needs while aligning with regulatory timelines and audit cycles.

Approach

Customer-First Roadmapping – Coauthored a phased maturity plan tied to regulatory calendars and audit milestones.
US-Based Expertise – 100% domestic delivery (75% Pennsylvania-based) for rapid iteration and onsite knowledge transfer.
Iterative “Implement-Enhance-Run” Model – Deploy critical modules, optimize adoption, and transition to managed enhancement.

Key ServiceNow Modules & Capabilities Implemented

(2014–Present)

IT Operations & Service Management – Incident, Change, Problem, Service Mapping, Discovery, CMDB, Orchestration Core
Asset & Cost Control – Hardware & Software Asset Management, Integration Hub, Flexera Data Platform integration
Risk, Security & Compliance – GRC (Policy & Compliance, Configuration Compliance), Security Incident Response
Business Portfolio & Agile Delivery – PPM, Demand Management, Agile Development, Time Cards
Digital Experience – Service Portal, Knowledge & Case Management, Service Catalog, Document Management
Cloud & Automation – Cloud Provisioning & Governance, App Engine extensions for ITSM

Notable Integration: Bidirectional link between ServiceNow and Flexera that normalizes software/hardware data, ensuring audit-ready accuracy across CMDB and asset processes—still maintained and enhanced by Pathways today.

The Results

Pathways delivered sustainable outcomes and continuous value over nearly a decade of collaboration.

Single Source of Truth for 400k+ CIs & Assets

CMDB accuracy sustained by automated discovery + Flexera normalization

Regulatory Confidence

Consistent artifacts & control evidence available on-demand for FFIEC and SOX auditors

Operational Efficiency

Consolidated 20+ legacy workflows; automated change approvals and provisioning tasks

Cost Optimization

Reclaimed underused licenses; aligned cloud spend through governed self-service catalog

Continuous Innovation

Quarterly enhancements via Pathways’ managed services—no disruption to business

*Specific KPIs are confidential but available under NDA.

Pathways Consulting Group

Empowering global enterprises to unlock productivity, fuel efficiency, and accelerate digital transformation—one customer‑first partnership at a time.