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.
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.
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.
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 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.
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’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: