With the company’s internal service desk staffed by just four reps, handling as many as 1,000 calls per day, Covéa Insurance needed to replace its legacy service desk solution and modernise its systems. Some processes, such as procurement, were time-consuming and required streamlining and automating. Combining ServiceNow IT Service Management with ServiceNow IT Asset Management means the company can centralize more processes onto a single platform. ServiceNow ITAM helps simplify audits with faster access to data and better visibility of its IT estate to ensure compliance.
Finding the right partner
To streamline implementation, the team worked with partner Softline Solutions to optimize ITSM, while ServiceNow provided expert guidance on ITAM to ensure the solution met Covéa Insurance’s business requirements. “Finding the right partner is essential for achieving your goals,” comments Deborah. “Although we’re early in our ServiceNow journey we’re expecting to make savings on software, efficiency gains, and reduce the volume of support calls.”
Job to be done
Replace support desk solution and streamline Asset Management
The ServiceNow solutions that were used:
- ServiceNow IT Asset Management
- ServiceNow IT Service Management
- £450K+ estimated ROI for Asset Management in the first year
- £810K estimated cost avoidance in compliance in the first year
- Fast access to data
- Better visibility of IT estate
- Improving compliance, simplify audits
ABOUT Covéa insurance
Covéa Insurance, the UK arm of France’s top mutual insurance group, Covéa, provides commercial, motor, high-net worth, property, pet, and protection insurance to 2.1 million customers, and employs 2,000 staff across eight offices. Covéa group has a Standard & Poor’s ‘AA- Stable’ rating.
Softline & ServiceNow
Softline is one of ServiceNow’s few specialised Software Asset Management partners globally, to help organisations get the most value out of their SAM Professional module. Softline was awarded ServiceNow’s Premier Partner status, which stands for a strong and certified team with expertise on ServiceNow SAM Pro.