About the Customer
Assurance Agency, Ltd. provides insurance brokerage services. The company offers business insights, business insurance, employee benefits, financial services, private insurance, and surety solutions. It serves construction, healthcare, manufacturing, not for profit, professional services, public entity and education, real estate, senior living services, staffing, technology, and waste and recycling industries. The company was founded in 1961 and is based in Schaumburg, Illinois with an additional office in Arlington, Virginia.
Scope and Challenges
Prior to ServiceNow, both the IT organization and the IT brand were suffering. From the IT support perspective, it was very much a “who‑is‑you‑favorite‑person‑to‑go‑to” support model. This was coupled with a somewhat unresponsive/unreliable IT email address that people would send requests. When the organization was smaller, that was fine. But as the company grew, that method did not scale well.
To address the issues, Assurance VP of IT Maza said that they needed to first create a toolset to establish the foundation of how to better manage, measure, and provide service to employees.
Outcome and Implications
Assurance succeeded in implementing one common platform that will help and benefit employees in multiple departments. With the ServiceNow solution, every employee will get service from the IT sector quick and effective. The ServiceNow IT Service Management helped them in achieving their digital transformation goal.
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