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The client is a banking institution in Mexico that serves commercial and enterprise customers across the country. Its operations run on infrastructure spread across two datacenters, supporting the daily transactions its customers depend on. As the bank set out to modernize how it ran technology, it needed a single platform to bring that infrastructure and its IT services into one place.
The bank's technology assets sat at different levels of completeness. Some were well documented, others were barely tracked, and no single system held the full picture. Just as important, the processes for handling requests, incidents, problems, and changes were inconsistent and hard to trace, a real concern for a regulated financial institution that has to show control and accountability over its IT.
Day-to-day IT support was fragmented. Employees had no service catalog, no shared knowledge base, and no simple way to get approvals on the move, so work moved through slower and less transparent channels. The bank wanted to rebuild how it delivered IT from the ground up, giving its people better self-service while giving leadership reliable visibility into the infrastructure behind it.
The bank chose ServiceNow as its foundation and partnered with Ondaro to deliver it in phases. Work began with IT Operations Management to establish a trustworthy view of the infrastructure, then moved into IT Service Management to give the organization a single, governed way to run IT.
With Ondaro guiding each phase, the bank put the following in place:
By the end of the core work, the bank had moved from scattered, partly documented IT to a single platform its own team could run. Through the implementation, the bank's administrators gained enough hands-on knowledge to manage the platform themselves, reducing their reliance on outside help as they grew.
The bank rated its overall experience with Ondaro 5 out of 5, the highest possible score, describing the implementation as excellent and delivered as planned.
From presales through delivery and beyond, Ondaro stayed close to the bank's team. The relationship held through a long budgeting and approval process, several phases of delivery, and a period of organizational change, and it continues today.
As the bank enters its next chapter, Ondaro is helping it re-implement IT Service Management in a new environment and plan the next phase of IT Operations Management. Finalizing a privileged access integration is part of that continued roadmap. What started as a first step toward modern IT has become an ongoing partnership focused on where the bank goes next.
“Ondaro provided excellent service, attentive to our requirements; the project was delivered on time and in full.”
— IT leadership, a Mexican banking institution
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