ServiceNow ITSM Modernization & AI-Powered Service Desk
National Insurance Provider
Business Context
The organization and its strategic environment
A top-20 US insurance provider with 8,500 employees and 14 regional offices needed to modernize IT service management. The existing ticketing system was a 12-year-old BMC Remedy instance with 400+ custom workflows that no one fully understood.
Technology Landscape
Systems and infrastructure before DGT
BMC Remedy 9.1 (heavily customized), manual change management in SharePoint, no CMDB, email-based incident reporting, and 6 shadow IT ticketing tools across business units.
The Challenge
What the client was facing
12-year-old Remedy instance with 400+ undocumented custom workflows, average incident resolution time of 4.2 days, no configuration management database, and 6 shadow IT tools creating governance blind spots.
The DGT Solution
How DGT addressed the challenge
DGT migrated to ServiceNow ITSM with AI-powered virtual agent, rebuilt the CMDB from discovery data, implemented automated change management, and consolidated all 6 shadow tools into a unified service portal.
DGT Accelerators Used
Delivery Approach
How DGT executed the engagement
Discovery-first approach: 4 weeks of Remedy workflow analysis before any build. Used DGT's process documentation methodology to map all 400+ workflows, retiring 280 and migrating 120 to ServiceNow. Phased go-live by business unit.
Governance Model
How the engagement was managed
IT steering committee with CIO sponsorship, ServiceNow Center of Excellence established during project, ITIL process owners for each module, and weekly change advisory board.
Timeline & Phases
The execution roadmap
Discovery & Mapping
4 weeksRemedy workflow analysis, CMDB discovery, shadow IT audit
Core ITSM Build
8 weeksIncident, problem, change management, service catalog
AI Virtual Agent
4 weeksNLU training, knowledge base migration, self-service portal
CMDB & ITOM
4 weeksDiscovery integration, CI relationship mapping, monitoring
Rollout & Adoption
4 weeksBusiness unit migration, training, shadow tool decommission
Risks Addressed
Key risks DGT mitigated during the engagement
Why DGT Won
What set DGT apart in this engagement
Outcome Metrics
Measurable before-and-after results
| Metric | Before | After DGT |
|---|---|---|
| Mean Time to Resolution | 4.2 days | 1.6 days |
| Monthly Ticket Volume | 12,400 | 6,820 |
| Self-Service Adoption | 8% | 52% |
| Shadow IT Tools | 6 | 0 |
The Impact
Headline results delivered
"DGT didn't just migrate us to ServiceNow — they fundamentally changed how IT serves the business. The AI virtual agent alone deflects 45% of tickets."
Robert Chen
CIO, National Insurance Provider