Case Study: Swiss Re achieves IT consolidation, automated self-service and transparency with ServiceNow

Using ServiceNow to Drive IT Transparency and Integration

Swiss Re, a global reinsurance and insurance provider headquartered in Zurich with about 13,000 employees, faced a fragmented IT environment built on some 20 home-grown and third‑party service tools. The diversity of processes created silos, poor reporting, slow time-to-market for changes, and non‑ITIL-compliant operations, making it hard to get a clear, consistent view of IT service delivery.

Swiss Re consolidated service management onto the ServiceNow IT Service Automation Suite and Service Catalog as a single system of record, replacing 20 tools and launching a consumerized portal with ~30,000 catalog items. The platform now handles roughly 1,300 daily requests, hosts over 4,000 knowledge articles, automates onboarding and common services, and delivers real‑time dashboards and reporting—resulting in reduced tool maintenance, greater transparency, faster resolution, better planning, and measurable SLAs.

Swiss Re

Ashish Agarwal

Vice President and Head of IT Application Product Management