OCM Blueprint for Insurance Transformation Success

Global insurer migrates 25,000+ users to ServiceNow

Brillio's 5Es OCM framework turned a compliance deadline into a lasting enterprise-wide change program.

Driving enterprise-wide ServiceNow adoption at scale

A global insurance leader faced financial penalties unless it exited legacy ITSM platforms and migrated to ServiceNow quickly and confidently.
Nine ITSM practices across Finance, Procurement, and Financial Crime were impacted, requiring thousands of employees and suppliers to adopt.
Brillio deployed its proprietary 5Es methodology, Envision, Engage, Educate, Enable, Empower, alongside technical delivery from day one.
The result: 25,000+ stakeholders reached, 10,000 training hours delivered, and legacy tools decommissioned without disrupting daily operations.

From compliance pressure to confident enterprise adoption

Challenge

The deadline was real, and the consequences of missing it were financial. A global insurance leader with a strong footprint in the UK had a hard mandate: exit its legacy ITSM platforms and complete a full migration to ServiceNow before penalties kicked in.

On the surface, this looked like a technology project. In practice, it was a people problem at enterprise scale. Nine ITSM practices and business processes across Finance, Procurement, and Financial Crime needed to change simultaneously. Thousands of employees and external suppliers had to adopt an entirely new platform quickly and without disrupting the day-to-day operations of a large, complex business.

The client’s workforce was long-tenured. Many practice owners and senior leaders had spent years working within familiar legacy tools. Asking them to change their workflows under a tight deadline, across multiple geographies and functions, created real risk: resistance, inconsistent adoption, gaps in readiness, and the possibility that a technically successful go-live would be followed by low utilization and a slow drift back to old habits.

The challenge wasn’t just scale. It was readiness. Without a structured approach to preparing people, aligning stakeholders, and building genuine confidence in the new platform, even the best technical implementation could fall short of its intended outcomes. The client needed a change management strategy that could keep pace with technical delivery, reach every user, and hold across functions, geographies, and seniority levels.

Solution

Brillio launched an integrated organizational change management (OCM) workstream from the very start of the engagement, running in parallel with technical delivery rather than trailing behind it. The foundation was our proprietary 5Es methodology: Envision, Engage, Educate, Enable, Empower. Each stage was mapped to specific stakeholder roles, from process owners and practitioners to frontline end users and senior leaders.

Early workshops surfaced resistance points and aligned stakeholders on the value of the migration. A dedicated OCM plan was built to complement the broader project roadmap, with consistent communications maintained across all functions and geographies. Leadership messages were refined for clarity and delivered through newsletters, town halls, and bite-sized video vignettes. Every communication was role-based and designed to answer the same three questions: why is this happening, how will it affect me, and what do I gain?

To scale change ownership beyond the central team, we established a champion network embedded across functions. These champions reinforced messaging, delivered UAT support, and facilitated peer-to-peer learning. They translated strategic goals into everyday action and fed real-time feedback back to both OCM and technical teams.

All communications were centralised on a SharePoint site accessible to the full enterprise. Content was adapted by role, from detailed ITSM process updates for practitioners to high-level summaries for end users. Our experts delivered 24 distinct training courses totalling 10,000 hours to over 6,500 practitioners, with content available on demand inside the ServiceNow platform itself, so users could access help exactly when they needed it without stepping away from their work.

Tangible results from a people-first change program

Outcomes

The client decommissioned all legacy ITSM platforms and avoided significant financial penalties by meeting its hard migration deadline without disruption.
Consistent messaging across a centralized hub reached more than 25,000 stakeholders spanning multiple functions, geographies, and seniority levels.
Practice owners and senior leaders who initially resisted leaving legacy tools became active internal advocates, promoting the change within their own teams.
Brillio delivered a reusable OCM toolkit so future ServiceNow initiatives can build on the same 5Es framework, sustaining adoption well into BAU operations.

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Training at scale: 10,000 hours, 6,500 practitioners

Training was built into the change journey from the outset, not added at the end. Content was bite-sized, role-specific, and available on demand inside the ServiceNow platform itself, so a workforce of over 25,000 users could build confidence without interrupting their daily responsibilities.

Global insurer migrates 25,000+ users to ServiceNow

Driving enterprise-wide ServiceNow adoption at scale