Unifying IT and Non-IT Asset Visibility for 100+ Branches at a Leading Indian Bank Using ServiceNow for Banking
80%
Reduction in MTTR(Incident)
96%
Asset Accuracy
90%
Infra Downtime Root Cause Clarity
An Overview
A top private bank in India, with a massive network of 100+ branches and a rapidly growing digital footprint, was facing infrastructure blind spots that impacted service uptime, audit readiness, and inter-departmental coordination. Our team stepped in with a hybrid CMDB strategy, custom connectors, and cross-functional automation built on the ServiceNow platform.
Within 6 months, the bank moved from fragmented, siloed asset management to a single pane of glass visibility across its IT and facility landscape, leading to a 96% accurate asset registry, 3x faster incident resolution, and 80% fewer audit escalations.
The Client
- One of India’s top 5 private sector banks
- Over ₹15 lakh crore in total assets
- 100+ branch locations across urban and rural India
- 24×7 digital services: core banking, mobile apps, ATMs, call centers, trade finance
- Heavy reliance on both IT systems (routers, servers, endpoints) and non-IT infra (power backup, HVAC, CCTV, door controls)
Challenges – Fragmented Infrastructure, High Risk Operations
Siloed Systems
- ITSM is managed by internal teams on legacy tools
- Facility Assets managed regionally via spreadsheets, emails, or vendor portals
- No single system to correlate UPS failure with router crash or HVAC downtime with server overheating
Zero Visibility During Critical Incidents
- During a flood incident in a Tier 2 branch, power was lost, the backup UPS failed, and the ATM went offline
- IT teams raised multiple incidents, but had no idea the real issue was a local UPS fault
- Customers suffered; branches stayed shut; top management had no single dashboard showing what broke where
Audit and Compliance Gaps
- RBI-mandated infra documentation was incomplete
- No structured logs for surveillance systems, access control audits, generator usage, or fire safety equipment
- Risk and Compliance teams spent weeks manually collecting data for inspections
LMTEQ Engagement: Discovery-Led Consulting Approach
Step #1 – Discovery Workshops
LMTEQ conducted detailed sessions with:
- Central IT Ops
- Regional Infra Heads
- Internal Audit and Compliance
- Service Desk Managers
Key findings:
- The bank used 10+ disconnected tools to manage infra
- 50% of branch incidents had unclear root causes due to missing visibility into non-IT assets
- 20+ RBI audit escalations in the previous year were linked to incomplete or incorrect inventory data
Step #2 – Data Assessment and CMDB Planning
We performed a maturity check on:
- Existing CMDB (only IT assets partially configured)
- Discovery tools (none for facilities equipment)
- Integration feasibility with BMS, CCTV consoles, vendor portals
Proposed Solution Architecture
Business Outcomes
| KPI | Before LMTEQ | After the ServiceNow Deployment |
|---|---|---|
| Asset Accuracy (IT + Non-IT) | ~45% | 96% |
| Infra Downtime Root Cause Clarity | greater than 30% cases | 90% of cases |
| Compliance Audit Escalations | 20+ / year | greater than 5 / year |
| Incident MTTR (Infra + IT) | Avg. 8 hours | Avg. 3 hours |
| Cross-Team Coordination Time | Days | greater than 6 hours |
| Dashboard Visibility | Manual Excel reports | Real-time, role-based dashboards |
Scenario – ATM Outage at Tier 3 Branch
| Step | Before LMTEQ | After LMTEQ (ServiceNow) |
|---|---|---|
| Alert Trigger | Manual call from the branch | Auto-alert from the BMS system |
| Root Cause | Unknown, assumed network issue | UPS failure → Router offline |
| SLA Breach | Yes (T+2) | No (Resolved same day) |
| Escalation Time | Less than 1 Day | 15 minutes |
What the Client Said
— Group Head – Enterprise Infrastructure & Audit, Leading Private Bank, India
What’s Next?
- Field Service Automation – Assigning technicians to faulty infrastructure based on alerts
- Predictive Intelligence – Identify likely future branch outages based on past patterns
- Asset Lifecycle Automation – Auto-initiate procurement or replacement before failure
Key LMTEQ Differentiators
- Deep BFSI infra domain understanding
- Preferred ServiceNow Partner in India
- Ability to extend CMDB beyond out-of-the-box classes
- Built secure, compliant, and audit-ready asset data pipelines
- Designed for scalability, from 200 pilot branches to 3000+ in 4 months
- Delivered value without replacing existing vendor systems, only integrated them
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