Norseman Defense Technologies
8172 Lark Brown Rd. Ste. 201, Elkridge, MD 21075
410.579.8600 · sales@norseman.com
REPRESENTATIVE USE CASE
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.
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 and SEWP VI for service management platform licensing
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Partner Technology Examples
- ServiceNow
- Microsoft
- Elastic
- Atlassian
FEATURED PRODUCT
Odin's Edge: For When the Cloud Isn't an Option
Odin's Edge is Norseman's autonomous edge AI platform. It delivers AI inferencing, rugged storage, private 5G, containerized desktops, and ServiceNow ITSM in a single field deployable unit. It is built for DDIL (disconnected, degraded, intermittent, and limited bandwidth) environments.
Explore Odin's Edge
(opens the full size image in a new tab)This is a representative use case. To request a briefing or a quote, contact Norseman Defense Technologies at 410.579.8600 or sales@norseman.com.