Skip to main content

CASE STUDY

Tier-1 Bank: Managed ServiceNow CoE — Full Platform Operations

Mergen runs a tier-1 bank's ServiceNow CoE end-to-end — platform operations, governance, upgrades, and continuous improvement. 3 years sustained.

May 9, 2026 · 2 min read · By admin
At a glance
Industry
BFSI
Topics
Servicenow · ServiceNow Administration
Published
May 2026

The challenge

A tier-1 bank wanted ServiceNow CoE excellence but couldn’t recruit the senior platform-engineering talent required at scale. Leadership chose to outsource the CoE function.

What Mergen delivers

End-to-end CoE management — platform operations, governance, upgrade engineering, capacity planning, continuous improvement. The bank retains strategic oversight; Mergen runs the operational platform.

Outcomes (3 years sustained)

More from Case Study

View all case studies →
1 KEY METRIC
Case Study

Major Airport Authority — Operations Platform Modernization

A major airport authority unified IT, facilities, and stakeholder ops on ServiceNow — 92M passengers annually, zero ops outages.

Read →
7 months BEFORE 4.3 months AFTER
Case Study

Oncology Research Center — Clinical Trial Operations on ServiceNow

A leading US oncology research center modernized clinical trial ops — patient enrollment cycle time down 31%.

Read →
+21 KEY METRIC
Case Study

Major Museum Network — Visitor Experience + Operations Platform

A major museum network with 21 institutions unified visitor experience + operations on ServiceNow — 18M annual visitors.

Read →

Planning Your Next Initiative?

Whether you're modernizing an existing platform, implementing new capabilities, or exploring AI-driven transformation, Mergen's certified experts will help define the right roadmap, scope, and delivery approach for your business.

Book a Discovery Call