Implementation of Cloud Governance Process Using ServiceNow

A global leader in corporate banking approached ALTEN Polska to support a critical project involving cloud infrastructure management. The challenge was to design and implement cloud governance processes that would comply with the stringent regulatory requirements of the Middle East and Africa (MENAT) region while aligning with the company’s internal policies. A key project goal was leveraging the ServiceNow platform to create an efficient and compliant workflow tailored to meet local regulations and global standards. 

Role of the ALTEN Polska Team 

The ALTEN Polska consultant played a pivotal role by: 

• Business Requirements Analysis: Gathering requirements in close collaboration with key stakeholders, including CxO-level executives in the MENAT region. 
• Global Team Coordination: Ensuring clear communication of requirements to the development team responsible for implementing the workflow. 
• Testing and Implementation Support: Participating in UAT testing, documenting gaps, and ensuring solutions were implemented before go-live. 
• End-User Training: Preparing and conducting training sessions to ensure seamless adoption of the new workflow. 

Project Execution

The project was executed in several key phases, each carefully planned to ensure successful implementation: 

1. Defining Project Scope and Workflow Principles: ALTEN Polska’s consultant worked closely with the Global Regulatory Compliance team to define the project scope and agree on high-level principles for the new workflow. This ensured alignment with both global standards and local regulatory requirements. 

2. Conducting Requirements Gathering Sessions: Comprehensive workshops were held with local teams across the target markets to understand the unique legal, operational, and technical requirements in each jurisdiction. 

3. Documenting Requirements: All gathered requirements were meticulously documented and entered into Jira as detailed tasks for the development team. This documentation provided both technical and business insights, ensuring full transparency for stakeholders. 

4. Early Testing Participation: The consultant actively participated in the testing of early workflow versions, identifying potential issues and resolving them during development. 

5. Organizing UAT Sessions: Local teams were engaged in user acceptance testing to validate the workflow’s compliance with country-specific regulations. All gaps were documented and addressed to secure end-user approval. 

6. Planning Production Rollout: A detailed rollout plan was developed, tailored to the specifics of each market. This phase involved coordinating activities among local, global, and development teams to ensure smooth execution. 

7. End-User Training: Dedicated training sessions were designed and delivered, covering theoretical explanations and practical exercises. This approach facilitated the seamless transition to the new workflow. 

Final Outcome

The new solution was successfully implemented across all MENAT markets. The ServiceNow-based workflow, integrated with other systems via APIs, ensured full compliance with local regulations while enabling process standardization at a global level. This resulted in tangible benefits, including improved operational efficiency, reduced non-compliance risks, and enhanced control over cloud infrastructure. 

Summary 

With ALTEN Polska’s support, all MENAT markets adopted the new cloud governance process. The optimized workflow ensured regulatory compliance, alignment with internal requirements, and enhanced reporting capabilities for cloud services, delivering lasting operational improvements.