Case Study: Standard Life achieves consumer-style self-service and slashes delivery from 11 hours to 3 minutes with ServiceNow

From Ordinary to Extraordinary Breathing New Life into IT

Standard Life, a nearly 190‑year‑old financial services firm with roughly 9,000 employees, set out to modernize IT after years of business transformation. The company faced fragmented request systems, ad hoc workflows and slow provisioning—requesting a simple browser could take about 11 hours—so it needed a single, user‑friendly way for employees to request and track services.

Working with Focus Group Europe, Standard Life deployed the ServiceNow IT Service Automation Suite, built a CMDB, and launched a consumer‑style service catalog and portal. Automated, image‑rich workflows and IDM integration cut delivery time for a browser from ~11 hours to 3 minutes, extended self‑service across IT functions, eliminated much of the manual work and gave managers a single system of record for better SLAs and reporting.

Standard Life

Philip Murray

Process Manager