Case Study: a leading medical insurer streamlines IT service management with Devoteam and ServiceNow

a leading medical insurer transforms ITSM in 2 weeks with Devoteam

A leading medical insurer, a specialist provider with over 600,000 customers in the UK, faced challenges with its disparate IT service management systems that hindered efficiency. The company engaged Devoteam to help consolidate these systems into a centralized service function to support its growth. The goal was to find a new solution with end-to-end service and a single point of entry for users.

Devoteam, working alongside ServiceNow, used its RAPID implementation method to deploy ServiceNow's incident, problem, and change management modules in just two weeks. This streamlined, ITIL-aligned solution provided excellent visibility and improved Incident SLA performance. Additionally, Devoteam developed a unified company-wide facilities booking system. The client now benefits from automated workflows, greater transparency, and management can concentrate resources on eliminating service interruptions.