CASE STUDY COMPREHENSIVE IT SERVICES FOR SWISS RE Customized ServiceNow implementation by Infosys enhances IT capabilitiesSwiss Reinsurance Company Limited (Swiss Re) is a leading provider of reinsurance, insurance and insurance-based forms of risk transfer. Headquartered in Zurich, the company serves the insurance industry, mid-to-large-sized corporations and the public sector directly or through alliances with brokers. The company’s IT infrastructure was characterized by a complex portfolio of regional, third party and customized applications. Despite adoption of IT Service Management (ITSM) principles across its global network, IT service delivery at Swiss Re was not efficient. The IT team sought support to better manage more than 150,000 service desk calls, 290,000 incidents and

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