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Client Challenge

Our client, a provider of business applications to the insurance sector required ServiceNow automation as they were experiencing a period of rapid growth. As a service provider, they needed to demonstrate and operate highly effective service management processes. In addition, they needed to fully exploit the capabilities of their ITSM tool ServiceNow, to automate workflow and improve the quality of processes and reporting.

What We Did

Baseline assessment

Using our in-depth knowledge of Service Management processes and ServiceNow, we undertook a baseline assessment to develop an improvement plan across Incident, Problem, Change and Configuration processes. The improvement plan included the development of a heat map which geographically demonstrated the area of focus as well as a road map to demonstrate the interplay between recommendations and strategic goals.

Design, build and optimise

We worked alongside the client’s process owners (e.g. Incident, Problem and Change Managers) to develop enhanced processes which were able to bring about a rapid change in capability and the service quality.

Solution implementation

We then developed a detailed programme of work to automate our process improvements in ServiceNow, engaging with one of our trusted partners, UP3, to configure ServiceNow to our specification.


Maintain, update and adapt

The process improvements we implemented have provided a sound foundation for business growth and have already begun to demonstrate service improvements.

Their clients benefit from a mature and highly effective service management organisation, which is able to deal with incidents and changes in a highly efficient manner.

Also, read our blog “Are you maximising your ServiceNow investment”?

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How we can help

To find out how we help organisations like yours with process maturity assessment, read our ultimate guide to ITSM.