Case Study: Leading Insurance Company achieves simplified, streamlined IT service delivery worldwide with ServiceNow

Leading Insurance Company Simplifies and Streamlines IT Service Delivery Worldwide

One of the world’s largest life insurance firms — serving nearly 50 countries and 65,000+ employees — faced costly, inflexible legacy IT service management in the U.S. and a patchwork of complex, country-specific processes worldwide. An upgrade to the old platform was projected to take ~18 months and cost several million dollars, while fragmented processes increased operational risk and limited executive visibility.

The company took a greenfield approach, redesigning ITSM processes and deploying ServiceNow IT Service Management and IT Operations Management with ServiceNow Global Services. It went live in the U.S. in eight months and began rolling the solution out to 44 more countries. Results included scalable, sustainable processes, a 36% reduction in handoff groups, 68% less data entry for change requests, real-time executive dashboards, faster upgrades (under four weeks) and high user adoption.