“Crossfuze provided strong support, from initial meetings to go-live. Although ServiceNow Customer Outcomes led the planning efforts and developed the scope of work, Crossfuze proactively participated in all of these meetings, providing skill sets, experience, and ideas that complemented ServiceNow’s own team.”

In brief: A global insurance provider with 2,400 employees had spent three years and hundreds of thousands of dollars with a previous ServiceNow partner, ending up with an over-customized ITSM implementation that ignored ServiceNow best practices. ServiceNow Customer Outcomes brought in Crossfuze, a ServiceNow Elite Partner, to codeliver a full reimplementation. Within a few months, Crossfuze rebuilt the ITSM platform from the ground up in line with best practices, reduced mean time to identify and mean time to resolve, and improved visibility across IT operations — restoring the client's confidence in ServiceNow.

Why did the insurance company's first ServiceNow implementation fail?

When the insurance company originally selected ServiceNow to modernize its IT services, it had high hopes. Its existing point solutions — mostly Excel spreadsheets — were inadequate for the efficiency and control it wanted from IT operations.

Unfortunately, the company selected a partner that couldn't deliver. That partner engineered nonstandard REST API integrations using third-party, non-ServiceNow tools such as SNOW, SCCM, and SolarWinds. The result was an overly customized solution that flouted ServiceNow best-implementation practices and did not streamline ITSM as hoped.

After discussing options with ServiceNow, the company agreed to give ServiceNow another try — essentially reimplementing the entire ITSM platform from the ground up. The stakes were high: success was the only way to restore the company's faith in ServiceNow.

How did Crossfuze and ServiceNow codeliver the reimplementation?

ServiceNow Customer Outcomes, a team that helps customers achieve their business goals ,trusted Crossfuze, a highly experienced ServiceNow Elite Partner with a long track record of delivering wins. At the time, codelivery was a new partnership model for ServiceNow Customer Outcomes.

Crossfuze began by working alongside the ServiceNow team to flesh out a strategic vision and implementation roadmap, then took the reins and led the on-the-ground reimplementation of the ITSM platform.

"Crossfuze provided strong support, from initial meetings to go-live. Although ServiceNow Customer Outcomes led the planning efforts and developed the scope of work, Crossfuze proactively participated in all of these meetings, providing skill sets, experience, and ideas that complemented ServiceNow's own team." — Andy McLoughlin, Account Executive, Crossfuze

The codelivery partnership proved this new model could work and deliver mutually beneficial outcomes for the client.

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What results did the ServiceNow reimplementation deliver?

Within just a few months, ServiceNow Customer Outcomes and Crossfuze delivered a rebuilt ITSM platform that achieved the customer's priorities:

• An ITSM platform rebuilt from the ground up, aligned with ServiceNow best practices
• Reductions in mean time to identify and mean time to resolve
• Improved visibility over IT operations

The wider outcomes:

• Peace of mind that ServiceNow itself oversaw the implementation
• Access to real-world perspective and insight from a deeply experienced ServiceNow partner
• Restored faith in the ServiceNow partner ecosystem
• Confidence to continue a long-term digital transformation journey with ServiceNow

The company was so pleased with Crossfuze's experience, expertise, and professionalism that it told ServiceNow that, in retrospect, Crossfuze could have handled the entire implementation on its own.

Which Crossfuze services were used?

• Codelivery partnership with ServiceNow Customer Outcomes
• Advisory / consulting
• Vision / roadmapping
• ITSM reimplementation
• Alignment of ITSM to ITBM

Looking for better business outcomes from your ServiceNow instance? Reach out at LetsTalk@crossfuze.com.

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Frequently asked questions

Who did Crossfuze help in this case study?

A global insurance provider with 2,400 employees that was not seeing the expected benefits from ServiceNow after a previous partner's ITSM implementation.

What went wrong with the original ServiceNow implementation?

The previous partner built nonstandard REST API integrations using third-party, non-ServiceNow tools (such as SNOW, SCCM, and SolarWinds), producing an overly customized solution that flouted ServiceNow best-implementation practices and failed to streamline ITSM.

What is codelivery with ServiceNow Customer Outcomes?

Codelivery is a model in which ServiceNow Customer Outcomes and an Elite Partner like Crossfuze deliver a project together. ServiceNow led planning and scope; Crossfuze led the on-the-ground reimplementation. At the time, this was a new model for ServiceNow Customer Outcomes.

What results did the reimplementation deliver?

Within a few months, the ITSM platform was rebuilt from the ground up in line with ServiceNow best practices, with reductions in mean time to identify and mean time to resolve, and improved visibility over IT operations.

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