MS Amlin Case Study
Case Study:
Overview
MS Amlin are a leading global (re)insurer, part of the global top-10 insurance group MS&AD, with three main Legal Entities' operating in the UK, Continental European and Bermudian markets.
With a 300-year history and an 1,800-strong team in more than 20 locations worldwide, they deliver a quality service for businesses facing the most complex and demanding risks. MS Amlin is at the forefront of the Property & Casualty, Marine and Reinsurance markets.
"With Xcession support Amlin Business Services has been able to transform our capabilities as a service provider to the MS Amlin business. Xcession have been instrumental in the FIT programme, and continue to be our ServiceNow tooling partner for 2024 and onwards"
Brendan Hegarty - Head of IT Service and Risk
Challenges
MS Amlin's initial implementation of ServiceNow was prohibiting, rather than enabling Amlin Business Services (ABS) IT from delivering a 'Client-Centric' service into the Legal Entities and contributing to inefficiencies across ABS IT.
Fix - Improve - Transform (FIX)
MS Amlin supported the programme with:
- The purchase of additional ServiceNow modules, upgrading to ITSM Pro and ITOM
- An internal TOM re-organisation
- Alignment with Xcession's outcomes-based approach that focuses on improving customer experience, increasing business agility and creating productivity gains
What Was Delivered
- Predictive Intelligence to provide insight into ticket categorisation
- Incident logging via self-service
- Dedicated Security Incident capability
User-friendly employee portal for IT, with business taxonomy in place to allow for extension to HR and other LoB functions.
- Over 100 catalog items delivered including Access, Infrastructure, Hardware, Software & Finance
- Automation matrix for fulfillment of software requests
Automated feed from Workday
- MS Amlin Problem Management process aligned to ServiceNow
- Automated Problem ticket creation for Major Incidents
Centralised system and process for all improvement
- Circa 150 reports and report templates available for any business function
- Data dictionary and user guides for self-service reporting across each implemented ITIL process
Benefits Realised
- 6,000 tickets deflected automatically to correct resolver groups v > 1,000 requests automatically fulfilled, reducing 3-day SLA to 2 hrs v Single ITSM Dashboard for ABS and customers
- Scalable customer portal for multiple Lines of Business
- Critical mass of service catalog items (>100)
- More accurate SLA management and reporting for both MS Amlin and third-party supplier services
CMDB Spotlight
The MS Amlin CMDB was not consistently used across IT functions, and both immature processes and data structure contributed to poor customer experience, and an increased risk profile. To date the CMDB represents one of the most significant successes of the FIT programme with the following benefits:
- Defined CMDB data model and governance leading to improved Incident and Problem management, and service quality
- Automated discovery of infrastructure, database and cloud provides enhanced visibility and inventory management, supporting audit and controls
- Key application services mapped supporting operational efficiency, ability to change, compliance and service availability
- Foundation for accurate consumption and chargeback data for customer entities
- Automated CMDB health management*
Let’s Talk
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