Case Study: Vitality achieves 30-second incident triage and 80% self-service ticketing with ServiceNow

Vitality transforms IT with ServiceNow to support business innovation

Vitality, a UK health-insurance disruptor serving over a million customers, needed to re‑engineer its IT service operation to match its innovation‑led business model. With 2,000 employees relying on fast, reliable IT to handle claims and customer queries, the company consolidated three service‑desk teams, brought frontline support back to the UK, and set out to reduce confusion and long incident triage times that were hurting the customer experience.

By adopting ServiceNow ITSM and a self‑service portal, Vitality automated triage and integrated monitoring tools like Nexthink to give agents instant visibility. The result: 80% of tickets are now raised via self‑service, 55% are triaged automatically, triage times fell from one–two hours to under 30 seconds, and the service desk now handles 60,000 incidents a year with higher employee satisfaction — enabling the business to extend ServiceNow beyond IT into HR, facilities, and other workflows.

Vitality

Claire Oxley

Head of IT Operations