Intact / RSA Insurance · ServiceNow transformation
Bringing a complex ServiceNow estate in-house.
An end-to-end implementation spanning ITSM, ITOM, ITAM and more than 20 integrations, delivered as part of a three-year foundational transformation.
The context
Why the work mattered.
RSA sought to move from a third-party managed ServiceNow platform to an in-house instance, regaining control of its service-management ecosystem while improving automation, efficiency and regulatory compliance.
The challenge
What had to change.
ITSM processes were fragmented, with duplicated data across several systems and single points of process and resource failure.
Weak supplier governance, spreadsheet-based asset practices and limited service mapping contributed to revenue leakage, operational risk and compliance concerns.
The action
How AI Digital approached it.
Delivered the end-to-end ServiceNow implementation across ITSM, ITOM Discovery and Service Mapping, ITAM-HAM and more than 20 integrations.
Established the discovery foundation and completed full discovery coverage within nine months.
Streamlined hardware and software asset processes, moving from scattered spreadsheets to a unified approach in under four months.
Migrated the legacy portal to Employee Centre with Virtual Agent, and optimised Change Management, CAB Workbench and Major Incident Management.
The outcome
What the work achieved.
Controlled platform
RSA regained control of its ServiceNow ecosystem through a seamless go-live delivered on time and within budget.
Complete visibility
ITOM discovery achieved 100% coverage of the IT estate.
Standardised operations
ITSM and ITAM processes were standardised and automated, reducing reliance on manual tracking.
Improved experience
A modernised portal and Virtual Agent supported self-service for 10,000 users.
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