Case Study:

ServiceNow Implementation

A global re-insurance company had a critical lack of accurate data across multiple tools for this firm that prevented them from sufficiently executing essential tasks and led to a significant backlog. Moreover, the firm was unable to leverage ServiceNow due to a highly customised blueprint from their outsourcing partner…

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3 to 1
Instance Reduction
Cost Savings
Ticket reduction per month


Brilliant! Excellent work!


Head of

ITSM Technology - Global Insurance Company


CloudStratex was asked to plan a digital transformation by the client.  We found a ServiceNow implementation in distress.

Our pulse analysis uncovered a severe lack of accurate data across multiple tools that prevented the client from initiating & executing plans

They were unable to leverage ServiceNow due to a highly-customised blueprint from their outsource partner

What we did

To gain consensus, we presented a clear of the situation and complications, with multiple options for the future.  Our recommendation to go greenfield was embraced by the client.

We built a stakeholder-agreed plan to use OOTB ServiceNow, developed a business case and gained Board-level approval to proceed.

Our team quickly implemented and incubated the client’s own ServiceNow instance, bringing the platform alive across the whole organisation.  

In 9 months, we delivered incident, problem, service request, knowledge, change management and a core CMDB.  The whole was implemented and handed over to the support team.  The client is now self-sufficient and performed their own Paris upgrade 4 months later.

What more?

The entire perception of ServiceNow as a product has shifted for this customer, and for their entire team.

It is no longer out of control, a burden and expensive.  The platform is a key part of the digital future.  It is common to hear people ask “Can ServiceNow do that” rather than seek alternate solutions.  

The team is now a major part of the IT success story and has a roadmap of improvements lined up across the business.  CloudStratex continues to advise and support new implementations where requested.


·      Tool consolidation

·      Process standardisation and control

·      ServiceNow Awareness – elevate profile across IT

·      Service Portal – first steps in self-service

·      Major Incident – module for stability

·      ITOM discovery Cloud and VM enabled – CI’s auto populated

·      Control – Client driving, no vendor tie in

·      Service Desk – >10k tickets per month no longer need chasing due to automated end-user comms

·      Customer Sat – Automated End user surveys and ticket closure

·      App Portfolio - roadmap enabled

·      Virtual Agent – enabled to support roll-out

·      Upgradeability – Paris move completed 5 months after go live by the client’s own support team

Goal achieved

Our aim is to make you self-sufficient, then leave.  At CloudStratex, our ServiceNow Practice is a proven and trusted partner.  

Key Client Information:

Global reinsurance and primary insurance provider £50bn Turnover

Staff Size:

14,000 Employees


Munich, USA, Canada, UK, Singapore, Australia, Hong Kong

Snapshot Of Problem:

From an ITSM overhead… Kingston under blueprint - Distressed and stagnant Locked In - Vendor in control Locked Down - Blueprint limiting options Data poor – No view of service, incorrect data Overpriced - Ineffecient and wasteful Losing reputation - “Just a ticketing tool” Low Level -Engaged with operators, not decision makers

Snapshot Of Solution:

To a key part of a Digital future Native New York -100% Upgradeable In client’s control - Internal capability in place Unlocked – 7 Processes, >1.5m Cis, more coming SPOT – A Single Point of Truth for app & infra data Strategic – Investment in digital transformation A rising star - “I want THAT!” C-Level supported – Investing in a time of cuts

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