Enterprise IT Service Management Modernization Using Cloud-Based Platform

The client faces limitations with their outdated ITSM system, which lacks flexibility for process customization, integration capabilities with existing development tools, comprehensive analytics, and scalable hosting options. These issues hinder efficient incident resolution, process automation, and cross-team collaboration, requiring a transition to a modern, unified ITSM solution.

A mid-sized digital marketing agency with a diverse tech ecosystem seeking to enhance its IT service processes through a scalable and customizable ITSM platform.

• Replace outdated legacy ITSM solutions with a flexible, cloud-based platform supporting ITIL-aligned workflows.
• Integrate the new platform seamlessly with existing project management and collaboration tools to streamline workflows.
• Implement automation for request routing, approval management, and incident assignment to reduce manual effort.
• Enhance reporting and analytics capabilities for real-time insights and continuous process improvements.
• Optimize licensing and access controls to decrease operational costs and strengthen security.
• Achieve high incident resolution rates (aim for >90%) and improve overall service desk efficiency.

• Configurable workflows aligned with ITIL best practices for request, incident, problem, and change management.
• Multi-source incident reporting via user portal, email, and phone with automatic request source identification.
• Automated assignment and routing of tickets based on request type, source, and predefined rules.
• Role-based access controls, support team groups, and approval workflows with custom notification triggers.
• Custom issue types to manage non-standard requests and delegate approvals effortlessly.
• Integration with identity management systems (e.g., Azure Active Directory) for centralized user provisioning.
• Advanced reporting dashboards and analytics with automatic report generation.
• Self-service knowledge base management and issue categorization for ongoing process improvement.

• Existing project management tools (e.g., Jira Software, Confluence)
• Identity management systems for user provisioning and access controls
• Email and communication platforms for incident reporting and notifications

• System availability of 99.9% uptime with scalable architecture to handle peak demand
• Secure access with role-based permissions and centralized user management
• Response times under 2 seconds for standard operations
• Cost-effective licensing model with regular license audits to avoid unused accounts
• Data encryption both at rest and in transit

The project aims to improve incident resolution rates to over 90%, streamline service request handling, reduce manual effort through automation, and decrease licensing costs by approximately 15% through active license management. Enhanced analytics and process automation will support continuous improvement, reduce response times, and enable a more agile IT support environment aligned with modern digital transformation goals.