The Challenge: Aligning Global IT Operations Across Borders

Equifax, a global leader in credit and data analytics, faced a growing need to standardize IT service management processes across its global operations. With 6,900+ employees operating in 14 countries, Equifax needed to ensure consistent performance, governance, and speed across all business units. Their ambitious Global Service Management (GSM) program aimed to modernize IT processes using best practice frameworks like ITIL®, BPMN, and Lean Six Sigma.

To deliver on customer expectations and service level agreements (SLAs), Equifax needed more than simple flowcharts—they needed a dynamic, centralized process management platform that would align teams, tools, and technologies around a unified strategy.

The Solution: EPC Drives Global Standardization and Compliance

To meet these challenges, Equifax implemented Interfacing’s Enterprise Process Center® (EPC) in 2006 as its global BPM platform and centralized repository. EPC offered a comprehensive environment for designing, mapping, and deploying ITSM and BAU operational processes in alignment with ITIL® standards.

Unlike static documentation tools, EPC enabled real-time collaboration, organizational modeling, and swimlane views to help process owners understand workflows, assign responsibilities, and conduct gap analyses. Equifax quickly leveraged EPC to:

• Map and standardize ITSM processes

• Enable dynamic process updates across global teams

• Align change management with non-human IT assets

• Reduce project cycle times and improve IT control implementations

The EPC not only accelerated Equifax’s pathway to ITIL® certification but also helped key decision-makers manage change from a holistic, enterprise-wide perspective.

Results That Elevated IT Service Management

The deployment of EPC brought immediate and long-term benefits to Equifax’s operations:

• Process efficiency improved significantly with the integration of Run Book automation and BPM.

• Hierarchical workflow modeling simplified how teams understood, managed, and refined their service delivery processes.

• Resource and financial data modeling within EPC enabled smarter, metric-driven decisions tied to KPIs and benchmarks (like CMMI).

• ITIL® compliance became achievable with pre-modeled best practice templates embedded in the EPC.

Equifax transitioned from disconnected regional approaches to a single, agile platform for global IT governance—strengthening operational alignment and innovation.

What’s Next: BPM-Driven Agility and Service Innovation

Armed with a scalable BPM infrastructure, Equifax is now positioned to:

• Improve time to market with faster process iterations

• Optimize its application inventory through Service-Oriented Architecture (SOA)

• Automate Standard Operating Procedures (SOPs)

• Deliver real-time visibility through Business Service Management (BSM) frameworks

With EPC, Equifax now manages IT change with precision, speed, and accountability—transforming process discipline into a global competitive advantage.

How Interfacing Can Help

Whether you’re driving ITIL® compliance, optimizing ITSM workflows, or launching a global governance model, Interfacing’s Enterprise Process Center® delivers the BPM tools needed to unify teams, standardize operations, and accelerate execution. Trusted by finance leaders like Equifax, EPC empowers transformation at every scale.