Top 18 ITSM Case Studies

Leveraging IT Service Management (ITSM) tools is essential for businesses aiming to increase the efficiency of their IT operations and enhance service delivery. 

Explore ITSM case studies across various industries such as education, manufacturing, transportation, and telecommunications, and see how companies have leveraged ITSM solutions to overcome service management challenges, improve efficiency, and boost customer satisfaction:

ITSM case studies

Summaries of ITSM case studies

SolarWinds Service Desk

• Central Bedfordshire Council: Faced low IT satisfaction, inefficient communication, and unresolved tickets due to outdated, over-customized ITSM tools. Improved operations by implementing a modern service desk, automating workflows, eliminating shared mailboxes, and enhancing reporting for more reliable support.
• Big Brothers Big Sisters of America (BBBSA): Struggled with inconsistent processes, fragmented systems, and slow resolution times across a nationwide network. Solved by centralizing IT services, enabling all users to submit tickets, building a knowledge base, and using data insights to accelerate resolution by 40%.
• M/I Homes: Overwhelmed by high ticket volumes and time-consuming HR workflows, especially terminations requiring manual steps. Addressed these issues by automating key workflows, integrating Power BI for visibility, and using dashboards to reduce incidents and save significant staff hours.

Freshservice

• Texas A&M University: Manage a high volume of IT service tickets and transit-related inquiries, particularly during peak times like football season. Address this issue through IT process automation.
• HelloFresh: Manage and track incidents due to reliance on forms and spreadsheets. Overcome by standardizing incident management, automating task generation, and centralizing information flow.
• AG Barr: The lack of standardized processes and high manual workloads can be addressed by automating workflows, integrating ITSM software with existing tools, and utilizing bots.
• Databricks: Limited IT service desk efficiency and transparency due to managing nearly 5,000 employees’ IT requests with slow resolution times and difficulties in tracking issues. Solved with a self-service knowledge base, and submitting and tracking requests through Freshservice’s portal.
• Aramex: Change from an in-house IT service desk to consult articles before submitting tickets, reduce workload, standardize back-end service fulfillment processes, and automate repetitive tasks.
• Elsevier: Implement a self-service portal, knowledge base, and service catalog to address issues caused by inefficiencies and a reactive IT environment.

BMC Helix ITSM

• TalkTalk: Address challenges caused by the company’s expansion by enabling self-service fulfillment of routine IT requests and proactive identification of potential issues.¹

Ivanti Neurons for ITSM

• Oregon Public Employees Retirement System (PERS): Manage IT services’ efficiency and control by introducing a service desk, comprehensive workflow automation, and asset management systems.²

Jira Service Management:

• The Telegraph: Manage poor resolution times and a lack of transparency caused by outsourced ITSM service. The integration supported operational efficiency and increased customer satisfaction by 140%.
• DHI Group: Address collaboration issues due to disparate tools and outdated processes, including paper-based support case tracking via standardization with the Atlassian platform.
• Skyscanner: Due to the company’s rapid growth, significant time is spent on tool fixes and bug tracking instead of issue resolution. Integration allowed enhanced collaboration between IT and development teams.

ServiceNow

• Deutsche Telekom: Centralize and automate service requests to enable proactive customer care.
• Votorantim Cimentos: Create a centralized system for managing IT requests and assets, improve response quality, and reduce resolution times with ITSM and IT operations management.³

SysAid

• ActiGraph: Address issues on accessing IT services, submitting tickets, and tracking ticket status by integrating with Microsoft Teams for employees to submit, track, update, and approve tickets.
• Centra Credit Union: Leverage a self-service portal and workflow automation processes to manage manual and time-consuming ticketing processes and the lack of transparency.⁴

Further reading:

• Top 8 Remote Desktop Tools: Features and Pricing Compared
• Top 10 AI in ITSM Use Cases with Real-Life Examples
• Prices of Top 5 IT Service Management (ITSM) Software

Reference Links

1.

https://www.bmc.com/customers/customer-stories.html#&product_interest=762200338&sortCriteria=recommended&category=rc

2.

Customer Success Stories | Ivanti

3.

Customer Stories - ServiceNow

4.

Customers: See How SysAid Transforms Businesses - SysAid

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Cem Dilmegani

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Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.

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Sıla Ermut

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Sıla Ermut is an industry analyst at AIMultiple focused on email marketing and sales videos. She previously worked as a recruiter in project management and consulting firms. Sıla holds a Master of Science degree in Social Psychology and a Bachelor of Arts degree in International Relations.

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