---
title: Enabling Long-Term ServiceNow Success Through Strategic Platform Support
description: Strategic support enhances ServiceNow platform stability, faster adoption of new capabilities, and stakeholder satisfaction for a Canadian insurance provider. Learn how Coreio drives long-term success.
image: https://www.coreio.com/hubfs/team2-1.png
---

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##### Case Studies

# Enabling Long-Term ServiceNow Success Through Strategic Platform Support

[ServiceNow](https://www.coreio.com/case-study/tag/servicenow), [ServiceNow Consulting & Implementation](https://www.coreio.com/case-study/tag/servicenow-consulting-implementation)

![author image](https://www.coreio.com/hs-fs/hubfs/Coreio%20Logo/Coreio%20Favcon.png?width=54&height=54&name=Coreio%20Favcon.png) [Coreio](https://www.coreio.com/case-study/author/coreio) |  Jun 13, 2025  | 1 Min Read

[![](https://www.coreio.com/hs-fs/hubfs/team2-1.png?width=1600&height=900&name=team2-1.png)](https://www.coreio.com/case-study/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

## Additional Resources

[![](https://www.coreio.com/hs-fs/hubfs/school.png?width=606&height=368&name=school.png)](https://www.coreio.com/case-study/building-a-strategic-it-foundation-for-a-private-schools-long-term-success)

##### [Building a Strategic IT Foundation for a Private School’s Long-Term Success](https://www.coreio.com/case-study/building-a-strategic-it-foundation-for-a-private-schools-long-term-success)

Client Snapshot: An independent educational institution in Ontario Limited inter...

- Advisory Services

 by [Coreio](https://www.coreio.com/) | Jun 13, 2025

[![](https://www.coreio.com/hs-fs/hubfs/team3-1.png?width=606&height=368&name=team3-1.png)](https://www.coreio.com/case-study/modernizing-qa-governance-for-servicenow-excellence)

##### [Modernizing QA Governance for ServiceNow Excellence](https://www.coreio.com/case-study/modernizing-qa-governance-for-servicenow-excellence)

Client Snapshot: A Canadian insurance and financial services organization Operat...

- ServiceNow
- ServiceNow Specialized Resources

 by [Coreio](https://www.coreio.com/) | Jun 13, 2025

[![](https://www.coreio.com/hs-fs/hubfs/team.png?width=606&height=368&name=team.png)](https://www.coreio.com/case-study/unlocking-the-full-value-of-servicenow-integrated-risk-management-irm)

##### [Unlocking the Full Value of ServiceNow Integrated Risk Management (IRM)](https://www.coreio.com/case-study/unlocking-the-full-value-of-servicenow-integrated-risk-management-irm)

Client Snapshot: A global digital media and technology company Headquartered in ...

- ServiceNow
- ServiceNow Consulting & Implementation

 by [Coreio](https://www.coreio.com/) | Jun 13, 2025

###### ENQUIRE

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