Unifying ITSM across 14 countries for a global insurer

The insurer had moved to a new centralised group operating model and needed its IT service management capability to follow. The goal: one set of incident, problem, request, and change processes followed by every team in every country. Eighteen business units across fourteen countries had each evolved their own way of working. Bringing all of them onto a single platform without losing local context was the core challenge.

It started with a detailed analysis of every business unit and the functional design for the new ServiceNow platform, aligned to the future-state group ITSM processes. A global maturity scan across the business units surfaced strengths and weaknesses, visualised in a heat map that gave executives a single view of where to focus. The team designed a centralised service catalogue model that gave end users a uniform experience while still allowing each business unit to overlay its own localisation.

The new ServiceNow platform and unified processes went live across the group in late 2013, replacing 18 fragmented operating models with a single centralised one. The group gained real-time escalation management, consolidated reporting, and a common language for service performance across the region.