ITSM | IT Service Management

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.

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 provided a very good partnership, strong relevant experience, and the willingness to put in the extra effort to help

the Henry Ford Health System team be successful. We believe ITS' involvement greatly added to our ability to meet all our goals."

Patrick A.
Productivity Solutions HFHS Corporate IT

"It was never about hours or dollars with ITS, it was about being successful and being an integrated

part of the team to ensure success. ITS truly wants to make you successful and the knowledge they bring to the table is second

to none. ITS lives and breathes the products they are there to support and the engagement created raving fans with my team."

John M.

IT Service Delivery Director, VP ServiceNow and Colleague Solution

"As an international media company, Axel Springer has to meet tight deadlines, and we need all devices to be accessible

and working. With ITS as a partner, Axel Springer now delivers world-class support to our internal clients — and now we can better

focus on our goals to grow as a leading media and technology company."

Sandra K.

Solution Architect

"ITS Partners was willing to truly partner and challenge us on some of our,‘we want it this way’ discussions.

They were very good at having that conversation in a constructive way to say, ‘we think that’s not a good choice,’ and get us to the best product."

Karen K.

IT Admin and Developer, ServiceNow Platform

"ITS brought to bear the breadth of experience of software assets wrapped effectively

in good process understanding, and a clear sense of excellent architectural framework.”

Ray B.

Director of Software Asset and Vendor Management

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:

IT Service Management

What is ITSM?

What is the value of implementing a successful ITSM program?

Increased Automation

Better Communication

Reports and Dashboards

Adoption and Fulfillment

Improved Customer Satisfaction

Proactive Identification of Issues

Why companies trust ITS with their ITSM implementation?

Hello, we're ITS.

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

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

Successful Implementations

Accomplished Goals

Increased ROI

Decreased Costs

Reduced Risks

Consistent Audit Compliance

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

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