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ITSM & Shared Services

ITSM aligns your business goals and IT initiatives


IT Service Management (ITSM) is the discipline for managing IT systems and it centers on how technology aligns and contributes to business objectives. ITSM best practices have been documented in the Information Technology Infrastructure Library (ITIL®). Organizations that have followed ITSM’s best practices have yielded tangible results across all industries and geographies.

ITSM has been a core competency at CompuCom for decades. It is the cornerstone of our Integrated Infrastructure Management (IIM™) framework, which guides everything that we do.

We believe the direction provided by ITIL should be descriptive not prescriptive and should consider the realities in which you operate. We take a practical – rather than literal – approach to applying the most important principles of ITSM to solve your business problems. From this perspective, we offer ITSM managed services that help you change existing processes rapidly and lay the foundation for ongoing cost reductions and performance improvements. To achieve these outcomes, our ITSM managed services:

  • Uses the IIM methodology, which transforms the way clients manage incidents
  • Incorporates ITIL processes through easy-to-use, cloud-based service management platform
  • Leverages common processes and tools to deliver services across infrastructure towers
  • Brings a low-risk collaborative approach to transition and transformation
  • Sets up a results-driven program management office to ensure continual process improvement and innovation

A practical, cross-functional approach incorporates culture and governance. Strong governance accelerates the decision-making process. IT initiatives move into alignment with your business requirements at a pace that matches your organization’s appetite for change. We also incorporate ITSM solutions into service engagements for:

  • Service Desk
  • Technical Management
  • Operations
  • Service Catalog
  • Problem Management

Although we approach each client situation from a vendor-independent perspective, CompuCom is one of the leading solution providers for ServiceNow, a unique SaaS-based IT Service Management (“ITSM”) software tool set.  CompuCom had been partnering with ServiceNow since 2008 to deliver cross-tower IT Service Management excellence to mid-market and F500 clients by leveraging ServiceNow’s tools and CompuCom’s IIM processes and framework on CompuCom’s proprietary multi-tenant platform.

Learn how organizations just like yours are working with us to reduce costs and achieve business objectives.

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