This case study describes how a 300+ year global insurer modernized an aging, fragmented ServiceNow ITSM instance that had been lift-and-shifted from Remedy and was hampered by data inaccuracies, process complexity, limited functionality, and an unreliable CMDB feed. Brillio assessed the ITSM landscape using policies, processes, KPIs, and stakeholder feedback, then applied ServiceNow out-of-the-box capabilities and frameworks such as ITIL 4 and SIAM to design a scalable target state. The program introduced governance with suppliers, streamlined the platform, built a unified and more accurate CMDB using discovery, delivered ITSM training to drive adoption, and set up continuous measurement to track value and improve processes. Reported outcomes included faster service delivery, reduced oper

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