ITSM Transformation for a Global Insurer
At Fortuna Services we believe that successful digital transformation demands more than a platform — it requires integration, discipline and delivery excellence. That’s why we act as an extended workbench for ServiceNow partners and customers world-wide.
Challenge
A European insurance group running legacy service-desk tools faced long ticket resolution times, low portal adoption and inconsistent SLAs across business units.
Solution
Fortuna Services implemented ServiceNow ITSM following Now Create methodology.
- Deployed > 200 catalog services for 1200 users.
- Integrated SAP HR and Active Directory for user provisioning.
- Established a central CMDB and CSDM framework.
- Applied governance and change-management program to ensure adoption.
Result
- SLA compliance ↑ from 50 % to 90 %.
- Average request time ↓ from 3 days to 8 hours.
- Unified service catalog and improved self-service experience.
“Fortuna turned our fragmented ITSM landscape into a single, efficient ServiceNow platform.“
— Head of Service Delivery, Insurance Group