Measured outcomes
4 modules live, all on schedule + budget
$30M / yr platform value at full deployment
2 years post-completion: zero regression of value (sustained adoption)
Customer's in-house CoE absorbed Day-2 ownership cleanly
A global insurer wanted to consolidate IT operations, HR services, and security operations onto ServiceNow but had been burned by previous big-bang programs that never finished.
A wave-based, fixed-scope programme — ITSM (wave 1), ITOM (wave 2), HRSD (wave 3), SecOps (wave 4). Each wave 4-5 months, each shipping working software every 2 weeks. Shared CMDB foundation built in wave 1 absorbed each subsequent module cleanly.
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