The quickest solutionIT ProcessesSareb’s business model requires that operational services be outsourced. With this condition, ServiceNow was chosen by the IT Department for incident, request, problem, and project management as well as Software Development Lifecycle Mana-gement (SDLC); SilverStorm was selected by Sareb to complete the implementation. “The rapid development of the internal IT Service Management (ITSM) processes has been a key factor in the success of the project”, explained Carlos Garriga, CIO of Sareb. “Seeing just how fast ServiceNow was being deployed motivated us to take advantage of the vast functionality of the platform. As a consequence, we decided to extend the initial scope to include tactical support for non-standard processes”. Garriga continued to explain, “it’s permitted us to organise the flow of information between suppliers and our own internal business units”.Maria Rueda, Sareb´s IT Governance Manager commented, “ServiceNow is a solution that is both fast and flexible. It´s interface was the best of all the solutions that we analysed - it’s just so easy to configure. A rapid and successful implementa-tion was vital, so it was clear from the beginning that SilverS-torm was going to be the best option”.

“The flexibility and versatility of the ServiceNow platform, together with the speed of the implementation by SilverStorm provided us with the best possible solution”.

La Sociedad de Gestión de Acti-vos Procedentes de la Reestruc-turación Bancaria (Sareb) is a private organization created in November 2012, commencing operations in January 2013. It was founded in order to assist with the complex restructuring of the Spanish financial sector, in particular, the resolution of pro-blems related to Spanish financial organizations excessive exposure within the real-estate sector. Sareb’s mission is to divest during the next 15 years the financial assets and real estate acquired by the financial organizations. Currently, Sareb has a workforce of 300 employees.

This case study is based on an interview with Carlos Garriga, CIO of SAREB.

CASE STUDY

CASE STUDYThe quickest solution

Carlos GarrigaCIO of Sareb

Implementation in the enterpriseThe ServiceNow platform allows for the management of any type of transaction related to service requests between the consumer and the business service providers. Sareb is a good example of how to extend these capabilities. After it’s initial IT implementation, the scope was extended beyond IT Pro-cesses to provide service management across all the departments and enterprise users.One of the most important business initiatives for Sareb outside of internal IT has been the implementation of a Contact Centre mana-gement application using the ServiceNow platform. SilverStorm com-pleted this project titled ‘Sareb Responds’ in just two months. ‘Sareb Responds’ provides assistance via telephone and email support, for queries and questions raised by property developers, tenants, and buyers as well as anyone from the general public. The objective of this business initiative is to search a consolidated asset database, iden-tify and associate the corresponding asset to the request, and auto-mate the escalation of the request to the identified proprietor. The system also supports internal queries. The primary user of ‘Sareb Responds’ is Sareb themselves, however with this solution, support is also provided to the four principle Spa-nish real-estate entities (Altamira Santander, Beech, Servihabitat and Solvia) that mange the sales process of the bank’s assets. Another example of how ServiceNow is being used within the bank is in the Work in Progress department; here the platform is being used to manage requests for information and documentation from different agents working within Sareb and it’s associated entities. The Financial Assets Department also uses the platform for document management, improving productivity through the replacement of email.ServiceNow is a key development factor in the project called ‘Ibero’, the most important project started by Sareb in 2014. The objective of Ibero is to establish a new operating model for the integration of the four “Servicers” that will manage and administrate the financial assets and real estate belonging to Sareb. Ibero uses a relationship model based on specific processes, KPI’s and SLA s. It allows the correct level of management, including the control and application of penalties.

“ServiceNow is an agile and quick solution.Its interface was the friendliest of all that we analyze and easily configurable”.

CASE STUDYThe quickest solution

Ibero consolidates various projects into one global transformation project identifi ed by Sareb as the solution to their primary business objective.

The completion of the internal transformation pro-ject has permitted Sareb to commence work on a secondary phase that includes managing the rela-tionship with four external fi nancial entities. This transformation project, along with the integration between Sareb and the Servicers has been the most complex part of the project.

Why ServiceNow and SilverStorm?“The fl exibility and versatility of the ServiceNow pla-tform, together with the speed of the implementa-tion by SilverStorm provided us with the best possi-ble solution”. Carlos Garriga, CIO of Sareb.

The combination of attributes that defi ne Service-Now, united with the way SilverStorm work are a perfect fi t to help their customers tackle todays busi-ness challenges and complexities such as those iden-tifi ed in Sareb, that unlike any other company, was born to eventually disappear.

Work in progress Future business initiatives include the evolution of the Contact Centre, ‘Sareb Responds’ and the inte-gration and use of the ServiceNow platform with Servicers. The ‘Virtual Offi ce’ project will provide support for the general public, providing them with access to product information. The same project will also allow Sareb employees to interact with the real-estate agents as well as the general public; currently this project only permits internal interaction.

SilverStorm is also working on channelling legal que-ries related to the company’s assets using the Servi-ceNow platform. It is intended that the Servicers will manage these queries providing a timely response.

SatisfactionThe level of satisfaction with SilverStorm and Servi-ceNow is very high: it’s identifi ed as an agile and cost-effective solution, allowing Sareb to become more effi cient.

SilverStorm helps our customers to become SERVICE ORIENTATED. Companies looking to transform their business use SilverStorm to bridge the gap between the design of a Service and the correct delivery of the Service. Service orientated customers reduce costs, increase revenue, mitigate risk and increase customer satisfaction. SilverStorm was founded in 2002 by experts in the provision of service management solutions. Since 2007 we have been working with global leader of enterprise cloud software, ServiceNow.

Today SilverStorm is a ServiceNow Preferred Service Partner

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We operate across 4 continents, delivering projects in 22 countries. Recognized as global leader in service management, our team provides visionary solutions aligned with industry best practices. Adopting a practical approach to Enterprise Service Management, we take our customers step by step through the phases of Strategy, Design and Transformation.

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