ITSM and CSM Implementation for US-based Insurance Company


The Client, a large US-based insurance company, with over 1000 branches across North America, came to JIT looking to expand the functionality of their ServiceNow instance in order to take advantage of the latest advances. Looking to put particular focus on IT Service Management (ITSM) and Customer Service Management (CSM). Previously having operated on a domain-separated instance, the organization was not maximizing its investment, never truly realizing the platform’s full potential. JIT assisted the Client in moving from an existing managed service instance to a dedicated ServiceNow instance, maximizing their investment and automating numerous processes.

The Challenge

Moving from a MSP to a dedicated instance can be an intimidating task as it was for this client This was due to a lack of dedicated resources to complete the transition, while simultaneously struggling with tedious manual processes involving generic e-mail accounts, hardcopy forms, and incomplete workflows, caused inefficiency across the end-user landscape. In addition, the Client also required that their club member branch customer service team automate their processes within the new dedicated instance.

The Solution

Through our Envision Workshops, JIT conducted many sessions with the Client to establish an approach and plan of action – to optimize and centralize IT and CSM into one platform. JIT designed and implemented proper incident and case request forms aligned to the client portal allowing the client to leverage self-service to enter requests and issues. JIT also maximized the workflow processes defined for ITSM and CSM in order to automate manual and broken processes.

The Results

Once the project was completed the Client began to see immediate results including:

  • Automated 75% of previously manual processes, resulting in a dramatic increase in productivity.
  • An 80% increase in both ITSM requests and cases automated through the ServiceNow platform for both its end users and club members.
  • The solution provided a single location for the end user to obtain visibility on the status of all records and cases.

Defined SLA’s for both ITSM and CSM to improve upon overall end user and customer experience.

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