Browse Mergen content

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.

A 12-facility, 18,000-employee health system unified HR and patient services on ServiceNow — cutting patient wait times 45% and lifting clinician satisfaction by 22 NPS points.

Most Now Assist deployments stall in pilot. Three production patterns from Mergen rollouts at tier-1 banks, telcos, and health systems.

How to extend ServiceNow beyond IT — into HR, Facilities, Finance, Legal — without breaking the IT operating model that’s already working.

A 32-page deep-dive into Mergen’s 9-dimension ITSM maturity framework, refined across 60+ enterprise ServiceNow programs. Includes a self-assessment workbook.

A 60-minute recorded session walking through Mergen’s 12-week ITSM go-live methodology, with screen-shares of the actual platform configuration.

A short manifesto on why working software in steering committees beats 200-slide decks — and why senior architects should be on the keyboard.

A 24-page playbook covering federated CoE design, governance models, capacity planning, and the metrics that keep platform teams honest.

A 12-week ITSM rollout for 40,000 users at a Fortune 500 bank — saving $2.5M annually through tooling consolidation and process automation.