Enabling Long-Term ServiceNow Success Through Strategic Platform Support

Client Snapshot:

• Midmarket Canadian insurance provider with nationwide operations
• Two locations and approximately 800 employees
• Operates in a highly regulated environment, with growing investment in digital workflows and automation

The Challenges

Before partnering with Coreio, the client faced multiple roadblocks that limited their ability to fully leverage ServiceNow:

• A growing backlog of enhancement and break/fix requests
• Underutilized modules and limited internal expertise for optimization
• No structured release process or platform governance
• A stretched internal team with competing strategic priorities

The Solution

Coreio provided ongoing, end-to-end platform support across regular patching, upgrade, enhancement, governance, and advisory services. Support included:

• Resolving a significant backlog of enhancement and admin requests
• Managing major version upgrades (Rome to Xanadu) with zero disruption
• Improving CMDB data quality and structure to support better ITOM outcomes
• Delivering best-practice guidance for roadmap planning, dashboards, and service mapping
• Supporting new ServiceNow capabilities, including the rollout of Now Assist and AI features

Key Outcomes

• Greater platform stability and consistency through reduced backlog and improved governance

• Improved stakeholder satisfaction with faster turnaround, higher system reliability, and strategic enhancements

• Fast Adoption of new ServiceNow capabilities including Now Assist and Service Mapping—driving long-term value and platform maturity

• Renewed partnership and expanded engagement including collaboration on additional ServiceNow projects outside platform support