Module / Topic: Servicenow

Browse Mergen content

Global P&C Carrier: Automating 1.2M Annual Claims with FNOL + Mergen DocAI
Mergen automated claims FNOL triage and assignment for a top-10 global P&C carrier. Fast-track cases close 5× faster; leakage indicators dropped $8M annually.
The Hidden Cost of Customizations: A ServiceNow Upgrade Reality Check
Every customization is technical debt with interest. Here’s how to evaluate, prioritize, and unwind it before your next family upgrade.
Now Assist for Enterprise: Three Patterns That Actually Work
Most Now Assist deployments stall in pilot. Three production patterns from Mergen rollouts at tier-1 banks, telcos, and health systems.
From ITSM to Enterprise Service Management: Migration Patterns That Don’t Disrupt
How to extend ServiceNow beyond IT — into HR, Facilities, Finance, Legal — without breaking the IT operating model that’s already working.
The Federated CoE Model: Why It Beats Centralized at Scale
Centralized CoEs work until they don’t. The federated model — small core, embedded squads — scales further with less friction. Here’s how to design one.
The Enterprise ITSM Maturity Model: A 9-Dimension Framework
A 32-page deep-dive into Mergen’s 9-dimension ITSM maturity framework, refined across 60+ enterprise ServiceNow programs. Includes a self-assessment workbook.
ServiceNow Migration Playbook: BMC Remedy, Cherwell, Jira → ServiceNow
A step-by-step playbook for migrating from legacy ITSM platforms to ServiceNow, with sample data-mapping templates and a parallel-run strategy.
From Discovery to Go-Live in 12 Weeks: A ServiceNow ITSM Live Build
A 60-minute recorded session walking through Mergen’s 12-week ITSM go-live methodology, with screen-shares of the actual platform configuration.
Designing a Federated ServiceNow CoE: Architecture, Governance, and Capacity
A 50-minute deep-dive on the federated CoE model — how to design it, how to staff it, and how to evolve from a centralized CoE without breaking what works.
How a Multi-State Hospital Network Hit 90% Portal Adoption with HRSD + CSM
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.