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Unlocking ServiceNow's Full Potential Through Expert IT Staff Augmentation
Staff augmentation

By combining deep ServiceNow expertise with a proactive approach, Switch empowered the client to achieve significant cost savings, enhanced user experiences, and an improved ROI on their ServiceNow investment.

The Client

Our client is a globally diversified property and casualty reinsurance underwriter who offers a wide range of products on a treaty and facultative basis worldwide.

They initially implemented ServiceNow IT Service Management (ITSM) platform. While the transition aimed to improve efficiency, there was an opportunity to optimize the platform’s full potential.

The Challenge

The client was facing a complex service environment characterized by several challenges hindering efficiency and user satisfaction.

  • High costs and slow incident resolution.
  • Complex and unfriendly user experience.
  • Unclear Request/Incident classification.
  • Manual processes create redundant tasks and inefficiencies.
  • Intricate architecture that led to difficulties in Service Catalog creation.
  • Slow implementation of improvements and enhancements.
  • Reporting & tracking issues.

To navigate those challenges, the client sought a partner for leadership and strategic advice.

Since 2022, Switch has provided a dedicated team comprising highly skilled and certified professionals to collaborate with the client and drive user adoption and efficiency of the Service Now platform.

The Solution

Our  experts have been able to transform the client’s ServiceNow experience by:

  • Streamlining the ServiceNow environment: Reorganizing instances, tables, and resources for optimal functionality.
  • Leveraging Flow Designer: Implementing user-friendly automation for tasks, approvals, and notifications.
  • Championing the adoption of Integration Hub: Connecting ServiceNow with critical platforms like Azure Servers, Azure DevOps, and other internal and third-party systems.
  • Redesigning the Service Portal: Achieving smoother navigation with reorganized categories, service catalogs, and contextually relevant knowledge articles.

The Results

The collaboration between Switch and the client yielded impressive results, fostering a more efficient and user-friendly IT service experience. Let's dive into the key indicators that showcase the positive impact:

  • Reduced costs by minimizing support expenses.
  • Improvements in the Service Portal, paired with shorter response times, lead to an increase in user satisfaction scores.
  • Underutilized ServiceNow features were identified and boosted.
  • A more flexible and scalable system to enable future organizational growth.

Project Insights

Integrations with critical systems like Azure Servers, Azure DevOps, and other internal and third-party systems.


Catalog Items launched, boosting agility and user satisfaction, ensuring seamless service delivery across the organization.

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