This case study describes how a global financial services institution with 8,000+ personnel tackled fragmented ITSM processes, tool sprawl, inconsistent governance, and limited performance visibility by partnering with Brillio to run a 12-week Pulse engagement. Brillio assessed the current operating mode through 70+ stakeholder interviews, capturing 4,500+ inputs, logging 1,384 issues, and identifying 446 requirements, then co-designed a future operating mode anchored on a unified ServiceNow platform, centralized governance, and the 5Es change framework. The team produced an A0 blueprint and a phased three-year roadmap with quick wins across incident, problem, change, and request management, plus a business case forecasting about $70M in asset savings and automation that could eliminate 50

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