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Leveraging the power of ServiceNow with Afirme Financial Group

Afirme office

The snapshot


New AFIRME portal: intuitive and scalable


Optimizing the use of ServiceNow licenses


Business process onboarding with App Engine


Banco Afirme is a provider of financial services based in northern Mexico, with operations throughout the country since 1995, it is one of the ten largest banks in Mexico. Understanding the power that the ServiceNow platform has offered in the past and they chose Devoteam Mexico as their partner to optimize the potential of the platform.

The challenge

Implement the first phase of an ITSM solution, with the aim of providing end-users with back-office services for the bank’s call center and branch network operations. This required modernizing the service portal, making it more intuitive and user-friendly, as well as incorporating business processes into the platform, with the help of App Engine. The implementation had to reduce the number of unused licenses to optimize operating costs.

The solution

As a way to better understand the context of our Client, Devoteam immersed and explored the processes and the surrounding environment of Banco Afirme’s ServiceNow to develop a comprehensive study focused on four key aspects: business and functional, demand management and development, operations IT, and platform.

Part of the solution included: Platform version update every 6 months. Creation of a new service portal with mobile access, notifications, surveys, and SLA. Creation of a help desk by segments. Incorporation of business processes in the platform.

The better change

We reduced the number of licences in use: -68% Admin -36% Fulfiller -78% Worker.

A new SCRUM module implemented.

New developments for emerging challenges.

AFIRME is a bank that always seeks to be at the forefront and reflects this both in its operations and in its products and services. In collaboration, we have successfully completed various internal projects and this fact has allowed us to implement comprehensive solutions to face emerging challenges in a matter of hours.


Certified ServiceNow Experts at your service

ServiceNow can empower your employees and clients with digitalized workflows, and Devoteam, as the #1 preferred Partner in the EMEA, is eager and ready to help make your digital transformation journey a success. Ready to see what we can bring to the table?