This 2024 case study describes how a global insurance organization with 41,000+ employees replaced an extensively customized, hard-to-upgrade ServiceNow setup that was difficult for business users and IT to adopt and costly to maintain. Brillio implemented a new out-of-the-box global ServiceNow instance aligned to an agreed business case, consolidated three prior instances, strengthened a unified automated CMDB, and enhanced integrations between legacy systems and the new platform. The rollout also improved core processes across incident, problem, change, knowledge, and request management, and moved key partners onto the new platform to streamline collaboration. Reported outcomes include implementation in four months, over £2M savings over three years, 10,000 tickets per month automated, s

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