Knight Polson


As one of the oldest mutual life assurance companies in the UK, this savings, investments and pensions organization was searching for a way to better serve their 400,000 customers. Their customer service agents processed inbound requests on an 18-year-old mainframe application that they were not able to replace due to the high costs, and a planned wind down of the service.



The company was under pressure to mitigate risks and deliver world-class customer service. Due to business change and a history of growth by acquisition, the company recognized that its environment was becoming increasingly difficult to manage and needed a Service Management transformation program that would align to the 2020 vision of the company. With an urgent requirement to simplify their IT service management (ITSM) tools and processes, they responded by choosing ServiceNow as their solution.

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After evaluation of the company’s IT environment, unnecessary and time-consuming processes were streamlined through better automation and integrated toolsets. To mitigate critical systems risks during integration, a team of Engage ESM experts and developers were introduced on-site to ensure support was available 24/7 for both staff and employees. The integration with ServiceNow was delivered to all 14,000 users within 10 months and has been classed as a success by the bank. Following this, Engage ESM put in place an enhanced support model which is completely customized to the bank’s specific organizational requirements.

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By adopting and overhauling legacy systems and processes, the bank has significantly reduced the time to raise changes and incidents, as well as automate more than half of the controls associated with IT Critical Processes. As a direct result of the project, the company is now saving 46,000 man hours per month and furthermore has reduced risks, improved forward planning and conflict management, and more than 75% of users say ServiceNow has improved their working day. Engage ESM staff delivered the whole package, not just technical expertise and experience, but process consulting, comms and adoption, solutions architecture, business analysis and stakeholder management. Following the success of adopting ServiceNow as their solution, the organization is now examining how they can further benefit from across other areas of the enterprise, from HR to Security Operations.

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