Leveraging IT Service Management (ITSM) tools is essential for businesses aiming to increase 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
Solution | Customer | Country | Industry | Use case | Benefits |
|---|---|---|---|---|---|
Texas A&M University | USA | Education | Workflow automation. Incident management. | Ticket resolution time reduced by 30%. Resolve open tickets in 12 hours. | |
Freshservice | HelloFresh | Germany | Consumer Services | Workflow automation. Incident management. | Improved operational efficiency and data quality, increased cross-departmental collaboration. |
Freshservice | AG Barr | United Kingdom | Manufacturing | Workflow automation. Change management. Asset management. | Utilizing bots to manage 60% of tickets to improve efficiency and reduce manual effort. |
Freshservice | Databricks | USA | Software | Workflow automation. Knowledge management. | Ticket deflection rate increased to 23%. |
Freshservice | Aramex | UAE | Logistics | Asset management. Change management. Workflow automation. | Ticket resolution time reduced by 35%. |
Freshservice | Elsevier | United Kingdom | Publishing | Knowledge management. | 7% increase in self-service. |
BMC Helix ITSM | TalkTalk | United Kingdom | Telecom | Incident management. Change management. Problem management | Root cause identification of 90% of issues. |
Ivanti Neurons for ITSM | Oregon Public Employees Retirement System (PERS) | USA | Public Sector | Self-service portal. Workflow automation. Asset management. Knowledge management. | Increased self-service with over 50 service requests. |
Jira Service Management | The Telegraph | United Kingdom | Media | Self-service portal. Knowledge management. | 66% decrease in resolution times. Call-waiting time reduced by 50%. |
Jira Service Management | DHI Group | USA | Software | Incident management. | Major IT incidents reduced by 70%. Licence costs reduced by 75%. |
Summaries of ITSM case studies
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 by 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 managed 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 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 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 service desk, comprehensive workflow automation and asset management systems.2
Jira Service Management:
- The Telegraph: Manage poor resolution times and 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 Atlassian platform.
- Skyscanner: Due to the company’s rapid growth, significant time spent on tool fixes and bug tracking instead of issue resolution. Integration allowed enhanced collaboration between IT and development teams.3
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.4
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 lack of transparency.5
Further reading:
- Top 8 Remote Desktop Tools: Features and Pricing Compared
- Top 10 ITSM Best Practices for Effective Implementation
- Top 10 AI in ITSM Use Cases with Real-Life Examples
- Prices of Top 5 IT Service Management (ITSM) Software
Reference Links
1.
“Customer Stories“. BMC Software. Retrieved July 26, 2024
2.
Customer Success Stories | Ivanti
3.
“How leading organizations modernize with Atlassian” (PDF). Jira Service Management. Retrieved July 26, 2024
4.
Customer Stories - ServiceNow
5.
Customers: See How SysAid Transforms Businesses - SysAid
SysAid - ITSM Solutions
Principal Analyst
Cem Dilmegani
Principal Analyst
Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 55% of Fortune 500 every month.
Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE and NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and resources that referenced AIMultiple.
Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised enterprises on their technology decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.
He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.
Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.
View Full ProfileCem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE and NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and resources that referenced AIMultiple.
Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised enterprises on their technology decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.
He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.
Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.
Researched by
Sıla Ermut
Industry Analyst
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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