FINTECH STRATEGIES
expand, the systems that once supported a smaller organisation can quickly become a barrier to scale. In some cases, on-premises service desks become little more than“ glorified email routers”, used by one department and prone to missed work or failed escalations. As the organisation grows, that approach becomes unsustainable. This is when we’ ve seen leaders move to a more open service management platform, leading to extended structured workflows beyond IT. Finance teams can manage approvals more clearly, HR teams can review internal processes through structured workflows and requests become routed to the right team with the right information the first time.
Preparing for wider transformation Modernising IT service management can also be a prerequisite for broader transformation. Many financial institutions are preparing for major technology change, from core banking modernisation to new digital platforms and operational restructuring. Before those programmes can succeed, leaders need to understand whether the internal systems underneath are ready to support the organisation they already have.
In some cases, service requests still rely on manual approvals. Employees are forced to use a single form for everything. Asset data is scattered across different tools, creating risk in a regulated environment.
124 October 2026