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CASE STUDY

Global Bank: 3-Year Continuous Enhancement Programme

Mergen ran a 3-year continuous enhancement programme on a global bank's ServiceNow estate. 240+ enhancements shipped; cumulative outcome $80M.

May 9, 2026 · 2 min read · By admin
At a glance
3 years
Industry
BFSI
Topics
Continuous Enhancement · Servicenow
Published
May 2026
Headline outcome
3 years 240+ enhancements shipped over 3…

Measured outcomes

What this programme actually delivered.

3 years

240+ enhancements shipped over 3 years

$80M

Cumulative outcome: $80M

3 years

Adoption growth: +34 percentage points over the 3 years

The challenge

A global bank had finished its initial ServiceNow rollout and wanted to keep delivering value through continuous enhancement — but lacked the in-house capacity for a sustained programme.

What Mergen delivered

3-year continuous-enhancement programme. Quarterly backlog review with stakeholders. Sprint-based delivery (2-week cadence). Adoption telemetry guides priority. Outcome reporting at quarterly board level.

Outcomes

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