ITSM Platform Implementation for Enterprise Service Delivery

Implementation of a modern ITSM platform that standardizes service request fulfillment, incident management, change management, and asset tracking — improving service quality and operational visibility across the enterprise.

PRACTICE

Digital Service Operations & AIOps

CLIENT PROFILE

Federal enterprise IT organization modernizing service management from legacy ticketing systems to a modern ITSM platform with ITIL-aligned processes

Challenge

Legacy ticketing system with limited workflow automation and reporting capabilities
Inconsistent service management processes across organizational units
Limited visibility into service performance metrics, SLA compliance, and backlog trends

Approach

Design ITIL-aligned service management processes for incident, change, problem, and request fulfillment
Configure ITSM platform with service catalog, approval workflows, and SLA management
Implement CMDB and asset management for configuration tracking and impact analysis
Build executive dashboards for service performance, SLA compliance, and continuous improvement

Typical Outcomes

Standardized service management processes with automated workflows
Improved SLA visibility and compliance reporting for leadership
Reduced resolution times through structured incident and problem management

Procurement Paths

GSA MAS for ITSM implementation and professional services
NASA SEWP V for service management platform licensing

Partner Technology Examples

ServiceNow
Microsoft
Elastic
Atlassian

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