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Case Study

ADVANCE Delivers a Rapid ITSM Transformation for a Leading Insurance Company

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  • Key Highlights
  • 80%

    in IT service visibility through centralized dashboards and ServiceNow reporting.

  • 70%

    in manual service management activities through standardized workflows.

  • 60%

    in cross-provider service coordination through integrated workflows.

Home Case Study ADVANCE Delivers a Rapid ITSM Transformation for a Leading Insurance Company
Overview 
A leading insurance organization needed to modernize its IT service management environment and transition from Cherwell to ServiceNow within a demanding implementation timeline.


ADVANCE helped the organization establish a scalable ITSM foundation using ServiceNow’s out-of-the-box capabilities, integrate with a third-party infrastructure service provider, migrate existing service records, and equip employees and IT teams with modern self-service and operational tools.


The transformation improved service visibility, standardized IT operations, strengthened collaboration with the infrastructure provider, and established a foundation for continuous service improvement.

 

Client Challenge 

The organization was undertaking a strategic transformation to modernize and mature its IT service delivery capabilities while maintaining operational continuity.


Key challenges included:

• Replacing the existing Cherwell ITSM platform within a tight timeline.

• Modernizing Incident, Request, Problem, Change, and Knowledge Management.

• Establishing greater visibility into IT service operations.

• Creating a scalable CMDB foundation to support ITSM processes.

• Aligning IT service operations with a new infrastructure service provider.

• Migrating existing service records without disrupting ongoing operations.

• Improving employee self-service and IT fulfiller experiences.

• Giving executives actionable insight into service quality and performance.

• Supporting adoption through training and knowledge transfer.

“ The transition to ServiceNow gave us a modern and scalable foundation for IT service management within a demanding timeline. The ability to replace our legacy platform, integrate seamlessly with our infrastructure service provider, and provide our teams with improved visibility and self-service capabilities has significantly strengthened our service operations. The structured approach and knowledge transfer also helped ensure a smooth transition for our teams. ”

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