Why did the organization choose to outsource its IT contact centre?

To ensure consistent IT support across all stores while allowing internal teams to focus on higher-value, strategic business initiatives.

How did COFOMO ensure service quality and continuity?

By leveraging a certified bilingual team, structured ITSM processes, and ServiceNow to manage and track all support requests.

What operational benefits did the client achieve?

Improved operational continuity, more efficient IT request management, reduced pressure on internal teams, and stronger overall operational performance.

Scaling delivery performance and advancing ServiceNow platform maturity with a hybrid model.

Case Study

2026.01.01

ServiceNow

Co-operators is a leading financial services co-operative, offering multi-line insurance and investment products, services, and personalized advice to help Canadians build their financial strength and security.

Industry

Insurance & finance

Company size

1 200+

Localisation

Canada

Expertises

ServiceNow program leadership
Hybrid delivery model
Platform governance
Backlog and velocity management
CMDB, HRSD, ITSM expertise
Knowledge transfer and team enablement

Technologies

ServiceNow ITSM
ServiceNow CMDB
ServiceNow HRSD
ServiceNow ITOM
ServiceNow FSO/App Engine
ServiceNow Vendor Risk

Key facts

Seamless ServiceNow transition
Stronger governance and control
Measurable value delivered

Talk to an expert.

Expert presenting a solution to clients for a digital transformation and artificial intelligence project.

As its ServiceNow platform continued to grow, Co-operators sought to strengthen its delivery model to support evolving business priorities and long-term scalability. With multiple initiatives progressing in parallel, the focus was on improving governance clarity, enhancing prioritization, and increasing delivery predictability while ensuring optimal use of resources and sustained return on investment. To support this next phase of maturity, the organization required a flexible, well-structured operating model aligned with its strategic roadmap.

Context - Challenges

A growing platform requiring scalable structure

As Co-operators continued to broaden and mature its use of ServiceNow, the platform naturally reached a stage where enhanced coordination, clearer governance alignment, and expanded delivery capacity would help support its next phase of growth. With additional modules coming online and an increasing volume of demand, the organization recognized the opportunity to further strengthen planning, prioritization, and delivery consistency. To enable the platform to scale sustainably and maximize value across teams, Co-operators focused on reinforcing its operating model, accelerating execution, and maintaining strong alignment with its strategic objectives.

The delivery team at COFOMO have helped us to improve pace and value realization of our ServiceNow platform through a collaborative and flexible engagement model.

Marianna Ruocco

Associate Vice President
Co-operators

Solutions

A collaborative hybrid model to restore stability and accelerate execution.

COFOMO implemented a hybrid delivery model operating as an extension of the client’s management team. Key elements included:

An embedded Engagement Lead and ServiceNow Architect to guide planning and decisions.
A dedicated development and configuration team ensuring continuous, predictable delivery.
A structured 3-month transition and execution plan, including onboarding, delivery, and knowledge transfer.
Ownership and delivery leadership across CMDB, ITSM, and HRSD, with accelerated progress on CMDB including onboarding more CI classes than originally planned, within a phased 9-month roadmap.
A velocity-based backlog model enhancing prioritization, alignment, and governance discipline.

Results

Rapid, measurable and sustainable improvements.

Integrated leadership enabling faster, more coherent decision-making.
Accelerated execution across a phased roadmap, with strong progress on CMDB and continued advancement of HRSD and ITSM.
Improved prioritization and delivery structures, supporting more effective use of existing investments.
Improved velocity, with a predictable and sustainable backlog management model.
Higher platform maturity, supported by formal governance, clearer processes, and stronger adoption.
Restored confidence in ServiceNow as a strategic enterprise platform.

A sustainable operating model enabling long-term ServiceNow value

Within a year, Co-operators further strengthened its delivery model, enhanced governance, and reinforced a solid foundation for long-term platform evolution. Supported by an integrated team, a structured operating model, and a predictable delivery approach, the organization is well positioned to continue advancing ServiceNow in close alignment with its strategic priorities.

Back to Insights

You have a project?

Ready to accelerate your ServiceNow performance and platform maturity?

Whether you need guidance, strategic expertise, or help bringing your project to life, we’re here for you!

Talk to an expert.

COFOMO - Transformation numérique et intelligence artificielle - Approche collaborative - Femme souriante collaborant avec un client près d'une fenêtre.

FAQ

Why is structured governance essential for ServiceNow?
It ensures consistent decision-making, reduces siloed execution, and improves the organization’s ability to prioritize and deliver effectively.

What are the benefits of a hybrid delivery model?
It blends external expertise with internal knowledge, increasing delivery speed while strengthening internal capabilities and reducing operational risk.

How can organizations quickly improve ServiceNow platform maturity?
By aligning governance, execution capacity, backlog management, and roadmap planning within a unified, measurable framework.