<p>Swiss Re has reduced the cost and complexity of running a large service management operation by replacing 20 legacy applications with a cloud-based ITSM tool from ServiceNow.</p><p>The Swiss reinsurance firm, the second largest in the world, has 13,000 IT users across scores of offices in 21 countries, and was the original owner of the Gherkin building in the City of London. Providing support for employees are 2,400 IT staff who deal with approximately 150,000 service desk calls, 290,000 incidents and 380,000 service requests each year.</p><p>In order to improve oversight of IT problems occurring across its organisation, which runs around 980 business applications, Swiss Re implemented a ServiceNow IT service management (ITSM) tool in 2009, allowing it to replace a number of separate applications.</p><p>"We wanted to reduce the application footprint we had at the time by introducing one tool for many ITIL processes," Swiss Re vice president and head of IT application product management, Ashish Agarwal, told ComputerworldUK.</p><p><a href="http://www.computerworlduk.com/news/it-business/3495717/swiss-re-replaces-20-legacy-applications-with-servicenow-itsm-tools/">Keep reading...</a></p>