How Itaú reduced incidents caused by changes by 25% and problem SLA by 70%

SES1366-K23

<p>Everybody knows that data is important to help during decision-making. Itaú Unibanco, the largest bank in Latin America, reduced by 25% the volume of critical incidents caused by more than 15.000 monthly changes. To achieve this, a risk assessment feature for changes was developed, using decision tables and change policies, both being native capabilities of the ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> platform. In addition, we are going to show how we improved incident and problem clustering, providing the best user experience by having an easier process, improving problem resolution SLA by 70%.</p>

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