IT Operations Automation
Southern Cross Health Insurance was running IT service management on decades-old applications and infrastructure, leaving teams siloed and limiting visibility into services and assets.
Reported impact
Southern Cross raised user satisfaction to 99.3%, improved service-level resolution by 36%, and strengthened visibility and collaboration by consolidating IT management on one platform.
Southern Cross Health Insurance was running IT service management on decades-old applications and infrastructure, leaving teams siloed and limiting visibility into services and assets. Southern Cross Health Insurance implemented a ServiceNow-centered stack built around ServiceNow AI Platform, IT Service Management, IT Operations Management, and CMDB. Key components included ServiceNow AI Platform provides the common workflow and AI layer; IT Service Management standardizes incidents and requests; IT Operations Management extends visibility into infrastructure and operations; CMDB stores service and asset context. Requests enter through Virtual Agent and Employee Center, and uses context from CMDB before ServiceNow AI Platform, IT Service Management, and IT Operations Management routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.
Requests enter through Virtual Agent and Employee Center, and uses context from CMDB before ServiceNow AI Platform, IT Service Management, and IT Operations Management routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.
However, with decades-old applications and infrastructure, its approach to IT service management was siloed, limiting collaboration between teams
Its initial focus was on incident and change management, but with multiple tools used by different IT teams, collaborating and resolving issues became difficult
Its team worked with Southern Cross to identify key challenges and build a roadmap on how the could better adopt ServiceNow and maximize its return on investment
Since 2019, Southern Cross has been using ServiceNow IT Operations Management (ITOM) to increase visibility into its entire IT infrastructure
To that end, the health insurer has adopted ServiceNow Impact , the industry’s first human and AI-powered value acceleration solution to track progress and business outcomes
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