We helped Skandia modernize their Change Management process in ServiceNow. Their platform is one of the oldest ServiceNow instances in Sweden, and years of customizations had created significant technical debt.  

This made Change difficult to use, costly to maintain, and hard to evolve with ServiceNow. That challenge became the key driver for our initiative behind a full transformation of their Change process.

Over time, heavy customization had moved the Change process far away from standard ServiceNow functionality. Users struggled with complex forms and unclear flows. Maintenance required constant effort and expert knowledge. Each new requirement added more risk, cost, and technical debt.

Custom logic was replaced with standard flows and fields. The process was simplified without losing control or compliance.

Users now work in a familiar, intuitive interface aligned with ServiceNow best practices.

• Simpler user experience and faster adoption
• Lower maintenance costs and reduced technical debt
• Easier upgrades and future enhancements
• A Change process built to scale and last
• A stable foundation for continuous improvement