SIAM Initiative at Zurich Insurance Zurich Insurance Group is a ServiceNow customer that embarked on a SIAM initiative to integrate service providers into its IT service management organization. This project involved two parts: the business processes and the technology enablement. The Problem Zurich spent a year attempting to integrate its global telecom services provider into their IT service management organization. After first developing the business processes, they embarked on the technology enablement. Zurich needed to be able to open an incident in ServiceNow and assign it to the service provider, who would then need to receive this incident and send incident updates back to Zurich in real time. The service provider required Zurich to interface with their API gateway, which

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