On the London stop of its European tour, ServiceNow revealed how two large banks are using its cloud-based IT service management software to reduce ticket response times.

Royal Bank of Scotland has gone live with ServiceNow, on-boarding 14,000 employees onto its ITSM ticketing system in 10 months, and Bank of Ireland is due to go live next month. Both banks are also using other ServiceNow products, including incident, problem and change management tools.

For RBS the average incident raise time has come down from 20 to eight minutes and the average time taken to make the change from 360 minutes to 84. More than 50 percent of critical IT processes are now automated through the platform, saving 46,000 man hours a month. Early customer surveys had an 80 percent approval rate, saying it was easy to use.