A global leader in insurance brokerage, risk management and consulting services operates across more than 130 countries, delivering critical advisory and brokerage services to enterprises worldwide. With a geographically distributed workforce and regionally managed IT operations, service reliability and governance shape the backbone of business performance.

Yet, their service management was anchored on a legacy Remedy platform that had become unwieldy after years of customization. As business needs evolved and operations stretched across continents, this platform simply couldn't keep up.

Recognizing the need for scalable growth and consistent operations, the organization partnered with us to modernize their service management ecosystem. Leveraging ServiceNow ITSM and ITOM, we set out to build a unified, automation-ready foundation for global operations.

The organization was up against a challenging reality:

All these factors led to operational silos and slowed resolution leaving the service management ecosystem unable to truly support a business of their global scale.

The path forward was clear: build for agility and unify operations. Their ambitions included:

The path forward was clear: build for agility and unify operations. Their ambitions included:

The true goal? More than modernization it was establishing a unified, global service management framework rooted in best practices.

Our approach made transformation practical, sustainable and innovation-ready.

Implementing ServiceNow ITSM and ITOM as a unified global foundation

We rolled out ServiceNow ITSM and ITOM to standardize incident, change and problem management. This centralized governance, boosted regional alignment and created a strong backbone for future automation, orchestration and AIOps — everything built for scale, not just for today but for what’s next.

Automating high-volume email-to-ticket workflows

Addressing manual triage was pivotal. We automated the ingestion of more than 400 email-to-ticket workflows, with tickets now assigned based on intelligent categorization and contextual routing. In effect, our solution slashed manual handoffs, improved accuracy and gave support teams back valuable time — accelerating responses to what truly matters.

Designing a comprehensive service catalog with automated fulfillment

A structured end-user service catalog brought clarity to requests and empowered automated fulfillment. High-volume, repetitive service demands stopped bottlenecking operations. Instead, standardized processes and governance came to the forefront, giving every region a consistent and elevated user experience.

Executing seamless legacy data migration and reporting modernization

We preserved historical continuity by migrating legacy ITSM data from Remedy into ServiceNow, ensuring data integrity along the way. The introduction of robust reporting and dashboard capabilities meant clearer SLA tracking, enhanced performance visibility and new analytics-driven decision-making. Better data, better governanc plain and simple.

The ripple effect of this transformation is unmistakable.

1. From decentralized operations to standardized global governance

Workflows once spread across the map now run through a single ServiceNow platform. The outcome? Elimination of process variation, consistent global governance and lifecycle management. With incident, change and request management firmly aligned to standardized best practices, there’s greater accountability, predictability and clarity — empowering leadership with data and confidence to act decisively.

2. Faster resolution and improved service reliability

Automating over 400 email-to-ticket workflows lightened the manual load and put the right issues in front of the right teams, faster than ever. Response and resolution times improved measurably. Enhanced SLA and reporting capabilities reinforced compliance oversight — making service delivery not just more reliable but more predictable.

3. Operational efficiency at enterprise scale

A modern service catalog, backed by automated fulfillment, took inconsistency out of the equation and liberated support teams from repetitive tasks. Freed capacity meant more focus on high-value work, while service quality never skipped a beat across borders.

4. A scalable foundation for intelligent automation and AIOps

The immediate benefits are just the start. This ServiceNow architecture stands as a durable platform ready for future innovation. Automation, orchestration and AIOps can expand without the drag of legacy customizations or siloed systems holding things back. 

In short, this wasn’t just an IT upgrade. It marked a redefinition of what global service management can achieve, standardized, scalable and primed for innovation.