IT Lightspeed Pioneer featuring ING

Aron Campbell Manager Cloud Infrastructure & Platforms ING Agenda ▪ ING Introduction ▪ ING Challenge ▪ Project Background ▪ Value achieved Speaker Introduction

NAME: Aron Campbell TITLE: Manager Cloud Infrastructure & Platforms FUNCTION: IT Infrastructure & Service Management COMPANY: ING Bank Australia

EXPERIENCE: 25 year history IT infrastructure and engineering in securities trading, , corporate banking and now . EXPERTISE: DevOps, IT Operations. Member of ING Global ServiceNow Community CURRENT PROJECTS: IT Risk Appetite, Next Generation Private Cloud, Global One Way of Working Objectives and What You Will Learn

Objectives ▪ Efficiently move ITSM to a global standard platform and retain local context

What you will learn ▪ Share industry and organisation context ▪ Challenges facing an agile organisation ▪ Not just ITSM ▪ Hidden benefits Banking in context

Tightening regulations (Global, Euro-centric, Domestic)

Changing customer and stakeholder expectations ▪ Always on and always there ▪ Secure ▪ Multiple ways to interact ▪ Social and sustainable

Industry transformation ▪ Simplification and digitisation ING Global Organisation

ING in context ▪ Global Banking Organisation with Amsterdam HQ ▪ Primary business activities Retail and Wholesale Banking ▪ Euro centric retail banking operation ▪ 52,000 employees world-wide ▪ Massive transformation

Mission Empowering people to stay a step ahead in life and in business ING Global Organisation Global ServiceNow Usage

ServiceNow Global Usage ▪ Between 15-20 production instances ▪ Netherlands HR ▪ Country Based ITSM, ITOM, PMO etc. ▪ Global Divisional ITSM e.g. Wholesale Banking ▪ Project and Backlog Management ▪ ING Private Cloud ▪ Global Suppliers ING Australia

Overview How customers interact with ING

▪ Established 1999 ▪ ATM ▪ Simple products with low or no fees ▪ Paywave / ApplePay / AndroidPay ▪ Award winning contact centre ▪ Secure banking website ▪ No own ATM or branches ▪ Mobile App Availability Target ▪ Over 1.5 million customers ▪ Contact Centre 99.99% ▪ Over 350K Primary Bank Customers ▪ Phone Banking 24 x 7 365 Days ▪ Over 450K Mortgages ▪ Mortgage Brokers ▪ BPAY and Direct Debit Website Mobile App / Apple Pay™ & Android Pay™ ING Australia Agile Way of Work Technology Foundation ▪ 2012 Bank In a Box ▪ 2014 Zero Touch Project

IT Service Management Foundation ▪ SOX Audited processes ▪ High Bar on Availability Targets

Deliver value frequently ING Australia – CD Pipeline

Continuous Continuous Release Next version of Seamless Switch Integration Testing Candidate the bank Promotion

Build Functional & Final Acceptance vNext New bank Automation Integrated & Full Bank Verification in version available Production

Full Bank Regression Previous Version

Performance & Security

Bank in A Box Production (n environments) Dev 2 Data Centres Test Acceptance Active-Active ING Australia – CD Pipeline

URL URL

Bank Stack Bank Stack Bank Stack Bank Stack

Release 1 Release 2 Release 1 Release 2

Pre-Switch Db Post-Switch Db ING Australia – CD Pipeline

URL URL

Bank Stack Bank Stack Bank Stack

Release 2 Release 2 Release 3

DCGC Db Build Db ING Australia – CD Pipeline

URL URL

Bank Stack Bank Stack Bank Stack Bank Stack

Release 2 Release 3 Release 2 Release 3

Pre-Switch Db Post-Switch Db The Challenge

▪ Continual hands-free discovery ▪ Automatically relate build to the application portfolio ▪ Multiple vNext releases per week ▪ Regular DCGC ▪ Fail fast

▪ Keeping on top of lifecycle risks, not just O/S ▪ A common definition of the service , what it is using and what do we need to know Objectives Business Case ▪ As a result of being a fast moving organisation certain IT risks in the environment were becoming unacceptable ▪ ITSM tools not keeping ▪ We were not fully able to discover current state of our services ▪ No single source for our application portfolio

Justification (Why ServiceNow) ▪ Globally utilised and an existing knowledge base ▪ Secure SaaS ▪ Automation interface capability and discovery methods Project – Timeline

2015 2016 2016 2016 Jul-Dec Feb Apr-Oct Dec

• Investigation • Poland Visit • Agile Delivery • Go Live • Business Case • Process Walk • Process • CMDB model Testing • Security • Fine-tuning Model • Training Solution at a Glance

Additionally PMO adopted ServiceNow

▪ Project Portfolio alignment to Global Agile Framework

▪ Shift to Squad and Tribe based resource management Solution – Approach

ITSM Platform ITOM ITBM

Discovery Improved processes API Timecards Automation Engine Improved User Interface CMDB Project Management Security Model Resource Management Reporting Performance Analytics Solution – Approach

▪ Build Greenfield ▪ Minimal data migration ▪ Leverage internal expertise ▪ Local Process Experts ▪ ServiceNow configuration expertise - ING Services Polska ▪ Learn by doing ▪ Continually improve Results

IT Service Staff Single IT Risk Continual engagement Enterprise Discovery with system Data Source Additional Value

Global Context Local Context ▪ Harmonised processes and tools ▪ Single Information Source for ▪ Harmonised data reporting and data reuse ▪ Project Office ▪ Global Project Portfolio reporting ▪ IT Services ▪ IT Risk reporting ▪ IT Risk ▪ G-SOC alignment ▪ IT Operations ▪ Server Patching ▪ Vulnerability Scanning ▪ Performance dashboards ▪ Asset Management Waste Reduction Challenges

Project ▪ ITSM implementation team in Poland ▪ PMO implementation team local ▪ Cultural differences particularly with language ▪ Keeping local team members engaged ▪ Defining done for each module ▪ Integrating work across multiple dev regions ▪ Supporting training and system learning Our Next Steps

▪ Process and Functional Continual Improvements ▪ Service Portal and Catalog ▪ Reporting and data analysis ▪ Global Instance Connectivity ▪ Better integration with internal platforms Top Takeaways

1 2 3

Manage Risks Go greenfield Broad Benefits

Leverage Immediate Support Fast Knowledge Hidden Moving Automate Organisation Our go-live celebration Thank You

Aron Campbell Manager Cloud Infrastructure & Platforms ING Bank Australia