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Unifying IT and Non-IT Asset Visibility for 100+ Branches at a Leading Indian Bank Using ServiceNow for Banking

A man at a desk with a laptop, viewing graphs and charts on a screen, related to ServiceNow for BFSI.

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

Despite investing in IT and digital infrastructure, the bank was crippled by:
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
  • 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
  • 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

CMDB Restructuring

Designed a hybrid CMDB with custom CI classes for:
  • Generators (diesel + solar)
  • UPS and inverters
  • Air conditioning units (critical for server rooms)
  • Fire suppression systems
  • Access control and biometrics
  • CCTV and video surveillance units

Data Integration and Discovery

  • Used Service Graph Connectors for IT devices
  • Built custom MID Server scripts to ingest:
    • BMS data (power/cooling usage per branch)
    • CCTV firmware status via vendor APIs
    • Access logs from biometric systems
  • Pulled static data from 12 spreadsheets + 3 vendor portals
  • Created branch-level relationship maps:- Generator → UPS → Router → Core Banking App

Visualization and Mapping

  • Configured ServiceNow Service Mapping for:
    • ATM services per branch
    • CRM and loan processing systems
    • Mobile banking backend
  • Linked IT services to physical infrastructure (power, cooling, access control)
  • Implemented health dashboards to monitor:
    • Infra health score per branch
    • Critical asset uptime & warranty status
    • Incident volume trends vs. infra faults

Event Management and Alerting

  • BMS + CCTV feeds triggered ServiceNow incidents automatically
  • Applied Event Rules to:
    • Route cooling failure alerts to infra teams
    • Escalate power loss linked to ATM downtimes
    • Notify the compliance team if biometric access control fails in secure zones

Cross-Team Workflows

  • Created bi-directional workflows between:
    • IT Support → Infra Field Engineers
    • Audit Team → Branch Operations
    • Vendor Technicians → ServiceNow Tasks with SLAs

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
Table 1 : Business Outcomes using ServiceNow

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
Table 2: Real-World Scenario - ATM Outage at Tier 3 Branch

What the Client Said

“We were flying blind for years. LMTEQ didn’t just give us a CMDB; they gave us operational clarity across 3000+ branches. Infra, IT, vendors, and audit, now we all speak the same language on ServiceNow.”

— 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

Ready to Eliminate Infrastructure Blind Spots?

Gain real-time visibility across IT and non-IT assets, streamline compliance, and reduce downtime across all your branches.
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