Resolving risk platform flaws for a multinational banking group to achieve regulatory confidence

Right technology, wrong execution

With over 30,000 employees operating across more than 50 countries, the client's significance as a financial services institution meant its operational resilience and risk management capabilities underpin its position in global markets. They had invested in ServiceNow's risk and resilience capabilities, but the original implementation created more problems than it solved.

Heavy customisation and functional gaps manifested as performance issues and poor user experience. The platform that should have streamlined risk management was becoming an obstacle. Users encountered slow response times and workflows that didn't match how risk teams actually worked.

Diagnosing before delivering

Pulsar's approach started with understanding precisely what had gone wrong. The team conducted comprehensive assessments of BCM, Vendor Risk Management, and Operational Resilience implementations — cataloguing customisations, documenting pain points, and mapping current usage against out-of-the-box capability.

With the roadmap agreed, Pulsar deployed resources across the risk and resilience technology architecture. Teams worked on remediating issues, upgrading to current platform versions, and implementing proper TPRM, BCM, Operational Resilience, IRM, and Security Operations capabilities. Consultants worked alongside the client's internal team to upskill employees for independent platform maintenance.

Risk management that finally functions

The business now operates a mature risk and resilience platform that supports global operations. BCM provides the visibility resilience teams need. TPRM supports vendor assessment at scale. Operational Resilience capabilities give the team the integrated view required for critical business services. The platform now supports technology control management and positions the company to demonstrate DORA compliance.

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