Case Study: Standard Life achieves IT consolidation and a 25% improvement in incident SLAs in seven weeks with ServiceNow

Standard Life - Customer Case Study

Standard Life, a global financial services firm serving about 6 million customers with 9,000 employees, faced a fragmented IT environment where multiple disconnected request systems created inconsistent user experiences and blocked effective self-service and process integration (for example, HR onboarding and laptop requests). The scattered tools also limited IT’s ability to improve workflows and meet business expectations.

Working with Focus Group Europe, Standard Life implemented ServiceNow as a single cloud-based ITSM platform—going live with incident, problem and change management in seven weeks and one day and switching overnight from legacy systems. The consolidation delivered a single service front end, reduced request options from roughly 1,800 to about 50, replaced a homegrown metrics database, and drove a 25% improvement in meeting incident SLAs, positioning ServiceNow as the foundation for broader IT transformation.

Standard Life

Philip Murray

Process Manager