Leading specialist professional services and technology firm unifies ServiceNow instances for operational efficiency

INDUSTRY: Technology
LOCATION: Globally
SIZE: 3,700 employees 

ServiceNow instance

Increase in operational efficiency

On-time project delivery has enhanced business processes

Better visibility with a single ServiceNow instance

Proactive support to accelerate requests

Our customer is a major professional services and technology firm that partners with a leading insurance company, highly regulated, and other worldwide businesses. They assist their clients in risk management, core business process operations, transformation, and growth. They provide risk and insurance value chain operations, consulting, and technology solutions, as well as excellence in claims, underwriting, distribution, regulatory, customer experience, human resources, transformation, and change management. The global team of our client consists of over 5,000 professionals based in the United Kingdom, Ireland, the United States, Canada, and Bermuda.

In 2019, the British insurance services company purchased an insurance law firm, recognizing that the market was attempting to consolidate its providers, and that adding legal solutions was the missing piece of their offering. More than 500 insurance, highly regulated, and multinational clients are now served by the united company. This expanding reach, however, put additional strains on the company’s service management infrastructure, making it open to new threats.

Our customer needed to act quickly and establish a Service Management initiative to unify service delivery across the two merged businesses utilizing a single ServiceNow instance. They turned to ABIT Puresoft and SCC as the partners to lead the change. Expansion emphasized the importance of mitigating risk vulnerabilities and unifying instances and processes.

After a period of rapid expansion and acquisition, the company’s processes, systems, and two highly customized ServiceNow instances all needed to be updated. The company’s requests and procurement processes were not entirely clear from the beginning. Equally difficult was the unification of company cultures and a range of organizational processes that had evolved independently over time, as well as the unification of service catalogs. Employees found the system complicated and burdensome, and as a result, there was the need of the ITSM unification provided by ABIT Puresoft.

The customer needed to adjust the configuration of their Service Catalog. The needed Service Catalog efforts included allowing the customer’s employees to seek financial operations services and access information resources more easily than they could via email. These procedures required to adhere to the customer’s internal business processes to the closest. The customer also required unique capabilities for atomizing procurement procedures. We created a comprehensive and adaptable set of rules to automatically determine employees authorized to issue approvals for specific types of requests due to the customer’s complex organizational structure.

ABIT Puresoft was up to the task, as after a thorough examination of each company’s situation, the right approach was to work intensively on their existing instances and adapt them to their desired workflows.

ABIT Puresoft and SCC guided teams responsible for different areas of the platform through a series of intense yet collaborative workshops, focusing on configurations and functionality above customization and backed up by solid business processes.

Following the agile methodology and commitment to staying as close to out-of-the-box as possible, ABIT Puresoft was able to immediately handle requirements conflicts and maintain a rapid pace throughout the project. We were able to develope a scalable, upgradable, and maintainable solution on time and on budget by leveraging industry best practices and focusing on our customers' needs.

Operational efficiency was improved because of the combined advances in automation and internal processes. IT gained comprehensive, real-time global request and procurement visibility, allowing IT customers to have a better experience. This occurred due to the successful merger of the two instances and service catalogs, which resulted in the creation of a new instance.


Our customer’s company was formed as a joint venture, and each team was using its own instance with different workflows and unique processes.

This was inconvenient and costly when it came to planning, managing, and coordinating the resolution of IT service difficulties. As a result, the end customer chose to unify the two instances and sought a partner with extensive ServiceNow implementation experience to design and configure the system. A key objective was to implement ITIL processes, while integrating the customer’s business processes and ensuring IT service consistency across departments


ITSM Implementation


Our customer sought to move quickly to implement a Service Management project that would blend service delivery across the two merging firms using a single ServiceNow instance. Also included in the required Service Catalog activities were efforts to facilitate the customer’s employees to seek financial operations services and access information resources.

Our implementation had to establish a comprehensive and adaptable set of rules to accurately and dynamically select the issuing of approval requests based on the various divisions and departments the two merged instances had, reflecting the complex organizational structure of our customer.