Providing ServiceNow Expertise for the Insurance Industry
A major German insurer needed expert support to enhance and scale its ServiceNow platform as part of a broader IT transformation. We delivered a specialist team that improved governance, compliance, and scalability, resulting in measurable platform maturity and strategic IT alignment.
Situation
A leading German insurance company embarked on a wide-reaching IT transformation programme aimed at modernising its IT service management capabilities and strengthening its digital infrastructure.
A key pillar of this transformation was the strategic development and optimisation of their ServiceNow platform to better support operational efficiency, regulatory compliance and business alignment.
The client recognised the need for specialised expertise across multiple domains within ServiceNow to ensure the platform could not only meet current requirements but also scale to future demands. To achieve this, they sought external experts who could enhance platform governance, optimise the service catalogue and portfolio, and embed compliance and risk management into the platform's architecture and processes.
Our role was to deliver a team that could provide deep technical leadership, strong governance frameworks and stakeholder collaboration to ensure a sustainable and value-driven ServiceNow environment.
Approach
We deployed a dedicated team of ServiceNow experts:
A Platform Solution Architect was responsible for the holistic technical leadership of ServiceNow, ensuring platform stability, scalability and the alignment of ITSM processes with business objectives.
A Service Catalogue and Portfolio Architect was focused on the development, structuring and continual improvement of a high-quality service catalogue.
A Compliance and Governance Solution Architect was responsible for integrating Governance, Risk and Compliance (GRC) requirements into the platform, optimising the Common Service Data Model (CSDM), managing the CMDB/ITOM modules and ensuring regulatory standards were met across the ServiceNow environment.
Our team worked collaboratively with key stakeholders, applying agile methodologies, delivering both strategic advisory and hands-on expertise to enhance platform maturity, service quality and regulatory compliance.
Outcomes
Our team played a key role in strengthening the client's ServiceNow capabilities during a critical phase of their IT transformation. With over 1,000 employees and 800 agents, the client required a stable, scalable and fully compliant ServiceNow platform to support both internal IT operations and broader digitalisation initiatives. Through our structured delivery approach, we helped to define and implement a fully governed ServiceNow platform aligned to best practices, with clear service catalogue structures integrated into key value streams. We successfully optimised the CSDM to improve asset and service visibility, and embedded GRC risk management processes directly into ServiceNow workflows.
By the end of the engagement, the client had established a more resilient and transparent ITSM platform, capable of scaling with business demands and meeting the high regulatory standards expected in Germany’s insurance sector. Technical audits conducted by Deloitte, the consultancy partner, showed measurable improvements. Our work laid a strong foundation for future ServiceNow developments and broader IT strategy evolution.