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Vitality rewards healthy living, providing medical insurance for a million customers in the UK. Empowering its 2,000 employees to access the systems to handle queries and process claims is intrinsically linked to the Vitality customer experience.

Working with ServiceNow, Vitality has re‑engineered its IT service operation with a best practice approach to incident, problem and change management, including a self‑service portal for employees to submit and track requests and queries.

The enterprise‑wide, automated service desk has reduced time to triage from hours to seconds, accelerating mean time to restore and enabling the IT operation to focus on service delivery optimisation.

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