Global organizations face a unique challenge: how do you create a consistent, scalable support experience across dozens of business units and markets? The issue isn’t just technology; it’s complexity. Legacy platforms often can’t keep pace with evolving service needs, leaving IT teams tangled in rigid customizations, siloed tools, and outdated processes.
Consider the insurance sector, where customer expectations are rising rapidly. A leading insurer operating in 70+ countries found its legacy service desk hampered by non-scalable infrastructure and fragmented tools. Enhancements were rigid, intent recognition was weak, and multiple systems made end-user interaction disjointed.
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The solution was to migrate to ServiceNow IT Service Management (ITSM) and HR Service Delivery (HRSD), supported by Virtual Agent for intelligent support. Unlike legacy systems, ServiceNow offers a platform designed for flexibility, scalability, and cross-platform process integration. By consolidating multiple service functions into one unified experience, it allows organizations to break silos, streamline workflows, and meet employees where they are.
The benefits extend beyond efficiency. Intelligent support allows HR and IT to deliver services in the same modern, consumer-grade way that customers expect outside of work. Self-service portals, chatbots with natural language understanding, and configurable workflows make it possible for employees to resolve routine issues instantly — whether it’s requesting leave or resetting a password.
The real story here is one of transformation: moving from reactive, manual support to proactive, intelligent service delivery. For organizations competing globally, this isn’t just an operational improvement — it’s a strategic necessity. ServiceNow provides the platform to make it happen.
