Businesses that manage and make the most of the growing amounts of data available to them will gain an edge in the markets they serve. Although securing, managing, and measuring this data can feel like a lot for IT teams, it’s important for companies of all sizes to prioritize digital transformation to stay competitive. A strong IT service management (ITSM) strategy plays a key role in this journey!
Despite being relatively mature, proper implementation of ITSM solutions and frameworks (such as ITIL) still presents considerable challenges. Complexity, cost, and delayed ROI are all key challenges to realizing the many benefits of well-implemented ITSM. Small-to-midsize organizations may not have the resources to manage ITSM tools and processes internally. Additionally, larger enterprises that have accumulated numerous IT environments and legacy systems through mergers and acquisitions must deal with an overly complex IT system that challenges even the most experienced and well-resourced IT teams.
ITSM can be thought of as the building blocks behind IT, or at least the delivery of IT services. It involves core processes such as Incident Management, Request Fulfillment, Change Management, Knowledge Management, and Service Asset and Configuration Management (SACM). The ITIL framework is recognized as the most adopted standard for IT Service Management (ITSM). Organizations often utilize ITSM tools built around this framework to provide structure and consistency in managing technology-related services.
This post takes a closer look at ITSM’s role in helping a business achieve digital transformation and maturity goals.
The benefits of managed ITSM solutions
Unfortunately, an overriding issue with many ITSM solutions designed to reduce complexity and streamline processes is that they are somewhat complex to master and operate in and of themselves. Relying on an experienced service management provider like Pomeroy offers many benefits:
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- Cost-effective maturity: Achieve a mature IT practice without the high costs typically associated with developing internal capabilities, enhancing ROI on IT investments.
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- Scalability: Access to scalable IT operations that facilitate growth without requiring significant internal financial commitment leads to improved efficiency.
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- Simplified operations: Reduced operational complexity by outsourcing the most complex elements of your environment to experienced professionals.
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- Expertise and experience: Benefit from a mature ITSM practice that provides well-managed IT services, enhancing overall IT operations and reporting capabilities.
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- Utilize the latest AI advancements: The embedded AI within ServiceNow AI enables better, faster paths to improvement by analyzing data and identifying trends.
Also read: How Pomeroy Is Using Generative AI to Enhance Customer Service and Improve Client Experience
How Pomeroy approaches ITSM solutions
Pomeroy is an ITSM partner large enough to handle all your IT needs while staying small enough to provide personalized service, integrate with clients’ existing investments, and add maturity.
Our approach to ITSM involves:
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- Integration with the client’s environment: Pomeroy integrates its ServiceNow platform with clients’ existing technology, processes, and tools, adding maturity without requiring clients to discard their previous investments.
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- Providing ITSM supporting roles such as Incident Managers, Change Managers, Knowledge Managers to provide oversight of the eITSM processes as required.
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- Personalized service: Pomeroy provides personalized service tailored to specific environments, ensuring our clients feel valued and their specific needs are met.
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- Meeting clients’ needs: When we begin our partnership with a new client, every IT environment starts at different levels of maturity and complexity. Pomeroy meets clients where they are, building on existing strengths and shoring up systemic weaknesses rather than offering a one-size-fits-all solution.
As we’ll see below, Pomeroy can assist clients with all layers of implementing or maturing their ITSM environment.
ITSM in action: Biotech firm
Pomeroy manages all IT processes and assets using ServiceNow for a Biotech firm, demonstrating the integration of ITSM within Pomeroy’s managed services portfolio. We helped this client scale and achieve maturity during a period of rapid growth. Pomeroy implemented a robust managed service solution encompassing infrastructure management services, integrated ITSM systems, and end-user support designed for scalability and seamless global support. As a result, the biotech firm concentrates on developing therapies and caring for patients, enjoying stable and reliable IT with efficient incident resolution and enhanced security processes.
Read the case study: Global IT Support Enables Biotech Firm to Focus on Saving Lives
ITSM in action: Bottling plant
For another client, Pomeroy was recently contracted to take on specific elements of ITSM implementation, including:
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- Level 1.5 remote triage and support
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- Field dispatch improvements
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- ITAM enhancements
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- Improved asset control within a logistic center
We’re currently deploying these ITSM solutions (along with IT services in other areas) across 62 sites in the U.S. To date, we’ve maintained customer satisfaction ratings of 90%+ with this client.
ITSM in action: Pomeroy
Pomeroy isn’t above leveraging the advantages of ITSM solutions (especially AI analytics) in our own operations. ServiceNow’s AI-based analytics are actively used to analyze Pomeroy’s data, identifying opportunities for cost savings and process improvements, such as reallocating work, optimizing services processes, and creating knowledge articles.
We’re implementing these ITSM fixes and improving the efficiencies in our systems so we can better serve our clients—in essence, practicing what we preach.
As previously mentioned, it can take a long time to realize ROI with ITSM. ServiceNow claims a 30-40% ROI for ITSM services, but results vary widely based on an organization’s existing level of digital maturity.
Pomeroy’s ITSM solutions essentially serve as a proven path to achieving digital transformation and maturity, with no dead ends or wandering trails.
Contact us to learn more about how we can help you on your ITSM journey.
