Measured outcomes
$4.2M annual savings on legacy tooling licenses + maintenance
Cross-LOB incident coordination time down 76%
240 deprecated customizations decommissioned during migration
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.
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.
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