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ServiceNow Migration for a Leading Global Insurance Provider

For MetLife, adopting the latest ServiceNow technology required a complex conversion of more than 400 Service Catalog items.

Migration to New ServiceNow Portal

MetLife is one of the largest global insurance providers, with over 90 million customers worldwide. An existing ServiceNow customer, they wanted to migrate from the old CMS-based solution to the new Service Portal. In addition, MetLife had over 400 catalog items that required updates for the new platform. Veracity started the engagement by analyzing and rationalizing the Service Catalog. We wrote code to identify red flags and developed a set of rules for remediation. Our ability to perform deep data analysis allowed us to resolve these critical issues quickly, thus accelerating our implementation timeline. The second part of the engagement focused on UX design. We led a series of focus groups with core users and performed user testing and research to better understand user needs. From those insights, we created an optimal solution for both the end users and internal support teams.

Services

  • User Research / Focus Groups

  • User Experience Design Services

  • Content Creation & Copywriting

  • Service Management

  • Process Automation

  • ServiceNow Implementation

  • User Research / Focus Groups

  • User Experience Design Services

  • Content Creation & Copywriting

  • Service Management

  • Process Automation

  • ServiceNow Implementation