Accelerating ITSM Modernization with Lakeflow Connect: Nationwide’s Platform Upgrade

This presentation shows how Nationwide modernized its ServiceNow platform, transforming it from a highly customized, rigid system into a modern, scalable ITSM and data platform by leveraging Lakeflow Connect’s native capabilities to efficiently ingest, store, and curate data for current and future analytics needs. Previously, legacy data was extracted via APIs into Oracle and scattered across siloed stores, creating governance gaps, slow refresh cycles, and poor data quality. By adopting a Lakehouse foundation with incremental and CDC pipelines, Nationwide now benefits from unified governance, clear data lineage, simplified security, and faster time to value. The reimplementation also simplifies integrations, accelerates reporting, and reduces technical debt, all while preserving historical insight.