This case study explains how a leading global insurer, facing a tight deadline to exit legacy ITSM tools or incur financial penalties, prepared thousands of employees and suppliers to adopt ServiceNow across nine ITSM practices spanning functions such as Finance, Procurement, and Financial Crime. Brillio ran an integrated organizational change management workstream alongside technical delivery using its 5Es framework (Envision, Engage, Educate, Enable, Empower), with role-based communications delivered through newsletters, town halls, and a central SharePoint hub to reach 25,000+ stakeholders. A champion network reinforced messages, supported UAT, and gathered feedback, while inclusive training delivered 24 courses to 6,500+ practitioners totaling about 10,000 hours, with on-demand, in-pla

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