A leading insurance carrier made a significant investment in the full ServiceNow platform, licensing a wide range of modules with the expectation of a clean, scalable digital foundation. Six months into their SAM/HAM PRO implementation with a well-known Elite Partner, they had spent more than $300,000, missed every milestone, and had no ROI to show for it. With leadership losing confidence and no clear path forward, the client made the decision to bring in a new partner; that’s when ConsultNet joined the conversation.
RESULTS AT A GLANCE
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- Nearly half of 8,000+ missing devices recovered in the first phase
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- Systemic data gaps identified and closed that the previous partner had missed
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- Asset governance guardrails established to prevent future data loss
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- Trusted partnership sustained for 18+ months and counting
CHALLENGE
The client had partnered with a ServiceNow Elite Partner to implement SAM/HAM PRO and gain real visibility and control over their asset ecosystem. What followed was anything but smooth. Developers were pulled off the project without notice, new resources rotated in only to be reassigned, and timelines slipped without explanation. The inconsistency was costly, and it left the underlying implementation in worse shape than leadership realized.
When ConsultNet’s team stepped in and assessed the environment, the true scope of the problem came into focus. The asset repository was incomplete and unmanaged, over 8,000 devices were missing from the system, and critical lifecycle processes were either inconsistent or nonexistent. The client had been told SAM/HAM PRO would be an easy win. Instead, they had inherited a fragile, ungoverned environment that required significant remediation.
SOLUTION
ConsultNet took an immediate, outcome-focused approach ensuring no platform bias, no excuses, and no rotating resources. With dedicated onshore expertise supported by cost-contained offshore engineering, ConsultNet brought the stability and depth the project had been missing from the start.
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- Conducted a full assessment of the existing environment to surface what had been missed and establish a clear recovery plan
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- Recovered nearly half of the 8,000+ missing devices within the first phase of engagement
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- Established guardrails and governance frameworks to prevent data loss and ensure asset integrity moving forward
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- Closed systemic gaps in lifecycle processes that the previous partner had failed to identify or address
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- Delivered real asset visibility and a structured path to true SAM/HAM PRO governance
DELIVERING LASTING IMPACT
The client’s story is one of transformation, not frustration. More than 18 months after ConsultNet stepped in, the partnership continues to grow. ConsultNet’s Enterprise Architect now serves as the client’s Lead Architect, guiding platform strategy, stabilizing delivery, and ensuring the ServiceNow investment produces the ROI leadership expected from day one.
What began as a recovery engagement has evolved into a long-term strategic relationship built on trust, accountability, and consistent results. The client now has the visibility, governance, and platform foundation they originally invested in, as well as a partner they can count on to keep it that way.
