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CASE STUDY

Global Insurer: 4-Module Implementation Programme — ITSM, ITOM, HRSD, SecOps

A global insurer rolled out 4 ServiceNow modules in waves over 18 months. Each wave shipped on schedule with stakeholder reviews every 2 weeks.

May 9, 2026 · 2 min read · By admin
At a glance
4 KEY METRIC
Industry
BFSI
Topics
HRSD · Implementation Services · ITOM
Published
May 2026
Headline outcome
4 4 modules live, all on…

Measured outcomes

What this programme actually delivered.

4

4 modules live, all on schedule + budget

$30M

$30M / yr platform value at full deployment

2 years

2 years post-completion: zero regression of value (sustained adoption)

-2

Customer's in-house CoE absorbed Day-2 ownership cleanly

The challenge

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.

What Mergen delivered

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.

Outcomes

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