ServiceNow | Insurance industry case study

The challenge

A leading insurance company wanted to implement an ITSM platform that could streamline processes across different business units and vendors worldwide. At the time, their existing systems had fallen out of sync and were highly customized, creating delays, frustration, and unnecessary expense. Problems were arising in areas from onboarding to event management, and performance reporting became almost an impossible task.

Our solution

During the first phase of the project, we looked closely at the existing architecture, focusing our efforts on understanding the processes that were already in place, what was not working, and what changes were required to create an effective solution. To achieve this, we conducted a series of in-depth workshops with users at business centers across the globe, testing, reviewing, and re-engineering our platform to suit their different concerns, needs, and priorities.

Success through collaboration

Our solution was based directly on our close collaboration with users on-site. Working with them, we were able to establish a single global process for all of their core IT infrastructure library (ITIL) procedures, including global reporting and metrics. Not only did this streamline the user experience, it also gave the company broad visibility of data across their different units and supplier landscape. To support self-service, we also designed an extensive and detailed organizational change management (OCM) strategy, which included a highly successful train-the-trainer program. The enterprise-wide solution automated routine processes wherever possible and reduced the items in their service catalog by more than half, resulting in a streamlined and positive end-user experience.

Short time frames, lasting change

The client’s challenge was for us to implement the breadth of ServiceNow’s ITSM platform across a complex, global organization in an extremely short window of time. To meet that challenge, we drew on our team of KPMG professionals and developers, some with over nearly a decade of experience in implementing ServiceNow. By combining this know-how, our business knowledge, and ServiceNow’s technology, we were able to work collaboratively with this international client to help aggressively transform the way they deliver IT services, creating a unified platform that could support and drive large-scale organizational change well into the future.