CASE STUDY

Multi-Line Insurer: 7 Legacy Service Desks Consolidated to One

A multi-line insurer consolidated 7 legacy ITSM tools spanning life, P&C, and reinsurance lines onto ServiceNow. $4.2M annual tooling savings; uniform SLAs.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: BFSI
Topics: ITSM · Servicenow
Published: May 2026
Headline outcome: $4.2M $4.2M annual savings on legacy…

Measured outcomes

What this programme actually delivered.

$4.2M

$4.2M annual savings on legacy tooling licenses + maintenance

76%

Cross-LOB incident coordination time down 76%

240

240 deprecated customizations decommissioned during migration

The challenge

A multi-line insurer (life, P&C, reinsurance) had grown by acquisition. Each line ran its own ITSM tool. Cross-line incidents — common given shared underlying infrastructure — required manual coordination across 7 tools.

What we built

Unified ServiceNow ITSM instance with line-of-business groups, shared CMDB, and a cross-LOB incident-correlation rule that links related tickets across lines automatically.

Outcomes

$4.2M annual savings on legacy tooling licenses + maintenance
Cross-LOB incident coordination time down 76%
Single SLA framework applied uniformly
240 deprecated customizations decommissioned during migration

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Multi-Line Insurer: 7 Legacy Service Desks Consolidated to One

What this programme actually delivered.

The challenge

What we built

Outcomes

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