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Case Study: How Stockman Bank Uses IT Service Management 
to Boost Employee Efficiency

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About Stockman Bank

Stockman Bank serves as Montana’s largest privately-held family owned community bank, with over 34 branches throughout the state.

It provides full-service banking, insurance, and wealth management products and services for individuals, businesses and institutions.

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The Challenge

Stockman Bank’s IT management and service desk was relying on rigid siloed systems, outdated documentation processes, and highly disjointed communication protocols. Servicing IT needs across the bank’s 34 branches became increasingly challenging.

The legacy system provided no bandwidth for future growth. Both the time it took for issue resolution and costs were rising dramatically, while employee satisfaction was rapidly declining due to a poor user experience.

Technical Situation:

  • No standardized approach to IT service management
  • Inconsistent processes with significant service delays
  • No method to monitor, track and scale IT support
  • Increasing costs and incident resolution times
  • Inferior user experience

The Goal

Stockman Bank’s goal was to implement the ServiceNow® IT Service Management system to support their internal IT functions. The ITSM system had to provide transparency, traceability, and service functionality throughout the incident support process. Reporting capabilities needed to provide management with actionable information.

Employees should have a superior customer service experience with access to self-service options. The system should also be flexible and scalable to provide for future organizational growth.

  • Deliver integrated knowledge management and self-service options in a single platform
  • Address current ITSM requirements
  • Manage and optimize the incident support process
  • Provide a superior employee IT service experience

Why They Chose Us


The Solugenix team of experts fully understand customer processes, digital workflows and best-in-class technologies.

Project Management

We have significant experience and superior skills in both process and project management, providing for smooth client implementations.

Industry Expertise

We are the industry experts, well-prepared and knowledgeable on all aspects of ServiceNow instances and customizations.

Customer Satisfaction

Solugenix is consistently rated in the top 1% of all ServiceNow partners for customer satisfaction.

Increase Process Efficiencies, Reduce Costly Recurring Incidents

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Our Solution

Stockman Bank has realized value with ServiceNow ITSM through improved tracking of incidents as they move interactions out of email and into a single system of record. They have adopted request management and problem management processes for the first time, moving out of the practice of logging all matters as incidents. This allows them to better report on the nature and cost of IT service. They have moved from a place of zero automation into a modernized service experience with the introduction of workflow automation and real-time notifications.

As a result, IT management leveraged the ease and speed of real-time reporting to track departmental allocations. The new service portal and knowledge base increased self-service adoption across the organization. Agents’ work is now more streamlined, allowing them to be proactive rather than reactive. Workflow automation and notifications have reduced the time to fulfill requests.

The solution for Stockman Bank provides several benefits:

  • Integrated ticket system allows communication and resolution across channels
  • Accurate reporting on incidents, processes and metrics
  • Efficient and traceable IT Service processes and solutions
  • IT requests through service catalog results in significant reduction in needs resolution
  • Faster service ticket resolution
  • Improved response times leading to increased employee satisfaction
  • Automated workflows help users access service portal without extensive training

Our Results

Stockman Bank’s ServiceNow ITSM system implementation quickly delivered several benefits for the organization. Each of the identified goals was fully achieved to the client’s satisfaction.

Additionally, the new environment has led to improved processes and response times, increased employee satisfaction and create a superior user experience. The organization is now well prepared to scale up to meet the demands of future growth.

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“Thanks to Solugenix, our ServiceNow ITSM system delivers a significant improvement over our previous system. Workflow automations and notifications allow our employees more time to focus on strategic priorities, and the self-service option is a true time-saver.”

Stockman Bank IT Management

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