Strengthening a ServiceNow Implementation

The Organisation

A global insurance organisation supporting underwriting, claims and customer service operations. ServiceNow had been implemented as a strategic platform, but the environment had become difficult and risky to change.

The Situation

• Workflows heavily customised, with limited documentation explaining why
• Core ITSM processes not operating as designed
• Slow response to incidents and enhancement requests
• Limited internal capability to manage and evolve the platform
• Unclear ownership across several platform areas

The priority was not to start again. It was to keep what worked, fix what did not, and make the environment maintainable.

What Our Consultants Did

• Technical and operational review of configuration, scripts and workflows
• Removed customisation that no longer justified its maintenance cost
• Realigned processes with standard ServiceNow functionality
• Improved Incident, Change and Request Management
• Introduced a structured support and governance model with clear ownership
• Rebuilt documentation and delivered knowledge transfer to internal teams

Results

ServiceNow-related incidents reduced by 38% over 12 months
• Enhancement request turnaround improved from 15 working days to 6 working days
• 47 custom scripts retired, reducing upgrade risk and maintenance effort
• Internal team able to deliver 65% of enhancements without external support
• Greater value realised from the existing investment without the cost and disruption of reimplementation