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IT Service Management


We are experts in implementing a successful ServiceNow IT Service Management (ITSM) solution into your company's environment.

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What is ITSM?

ITSM is how IT teams manage the end-to-end delivery of IT services to customers. These are the processes that design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service.

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ITS Partners
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What is the value of implementing a successful ITSM program?

We give IT professionals the tools they need to reduce administrative and repetitive work and get on with the value-add activities of solving complex issues and serving customers with ServiceNow's ITSM solution.

Increased Automation

This allows personnel to have more time to work on complex tasks. We’re finally giving IT professionals the tools they need to reduce administrative work and get on with the satisfying activities of solving issues and serving customers.


Better Communication

This includes both agent-to-agent and agent-to-customer. We’re getting IT aligned to the business objectives and increasing the quality and value of IT services in terms of availability, capacity, security, and continuity. And customers experience the benefit of increased visibility and communication.


Reports and Dashboards

This will help put the right information in front of the right people to make key operational and strategic decisions.


Adoption and Fulfillment

Shift-Left Philosophy

L3 to L2 to L1 to self-help to prevention. The idea is to push case load to the most efficient resource. For example, providing information and access to the Service Desk for cases that were previously escalated to Sys Admins. Another example is the development of knowledge articles or FAQs so customers can resolve their own issues. It also includes Problem and Change Management activities that prevent issues. Case prevention is the ultimate shift-left.

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Improved Customer Satisfaction

Happy customers, happy life! If the customers aren't happy then you don't have business. That's what it's all about.


Proactive Identification of Issues

Proper ITSM and use of the ServiceNow platform allow you to proactively and automatically identify Problems, Major Incidents, or rogue Changes in the environment.

Many customers evaluate ITSM as a commodity; only looking for the least expensive option and thinking that all implementations are the same. But, they are not the same! Or, at least they shouldn’t be!  Just like ITIL, ITSM is BIG!! We take the time to understand the unique needs of the customer. We right-size the implementation so that each customer sees more value, and a faster ROI. There are so many things you can do with ITSM, and as consultants we’ll help you prioritize what to do, and in what order.

- Rob Norris, Practice Director


ITS Partners

Why companies trust ITS with their ITSM implementation?

ITS has skilled consultants who have passion and real-world experience, both as specialists and consultants. We provide guidance and instruction on best-practices, processes, governance, and tool usage.

Who is ITSM right for?

Any company delivering IT services to internal and/or external customers. Adopting best practices and using the right platform will make any company more efficient, effective, and perhaps most important, scalable.

As complexity and volumes increase, having the right platform becomes exponentially more important. If adding headcount has been your only answer to this problem, then your organization is definitely in need of an ITSM program enhancement.

What needs to be in place for a successful ITSM experience?

Backing from upper management and a clear idea of what you want to accomplish. A clear understanding of the risks of continuing the way things are, and the benefits of adopting right-sized practices and technology. 

Other things that need to be in place are a positive and collaborative attitude. Communication, participation, and training are essential. 


Hello, we're ITS.

We’re a team of real practitioners — and many of us have walked in your shoes.

Whether you’re a CIO, Support Director, Process Owner, or a ServiceNow platform owner, we know what you’re up against — and we’ve spent the last 25 years packing our team with the industry experience you can depend on.

We’re specialists, not a jack of all trades.

We’ve learned from experience that deep expertise provides the most effective IT solutions. That’s why we keep a narrow focus on providing impactful results. As an elite partner of ServiceNow, we’ve innovated Vulnerability Response to give you secure confidence.

ServiceNow has consistently trusted us to help their clients achieve:


Successful Implementations


Accomplished Goals


Increased ROI


Decreased Costs


Reduced Risks


Consistent Audit Compliance

Let's team up to create a successful ITSM program!

We are experts in implementing a successful ServiceNow IT Service Management (ITSM) solution into your company's environment, so let's chat!
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ITS Partners

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