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IT Lab Invests in Leading IT Service Management Solution

Announcements / June 22, 2018

ServiceNow to Enhance Customer Experience and IT Lab Offers Major Extra Benefit to Client Base 

As part of our continued strategic investment in quality, we’re delighted to announce our successful migration to ServiceNow’s IT Service Management (ITSM) tool.

ServiceNow is #1 in Forbes list of the world’s most innovative companies and positioned in Gartner’s Magic Quadrant as a leader.

The migration - assisted by Devoteam – is another highlight in a dynamic year for IT Lab. It follows our recognition as an elite Microsoft Partner, the relocation of our Manchester and London offices and the launch of our custom built Security Operations Centre.

ServiceNow will transform three key areas: our client facing portal, resource management and project management. In addition to projects managed by IT Lab across our spectrum of services, ServiceNow has been adopted for internal projects.

Kevin O’Brien, IT Lab’s Director of Business Systems and Process: “To optimise ServiceNow’s innovations, we built a leading DevOps division which is focused on leveraging the best of the ITSM platform for our clients.   

“Our programme delivers combined systems and process transformation across IT service management, customer service management and project and portfolio management, strengthening the consistent and repeatable operational processes across our entire business.

“A key value-add of the programme is the increased maturity in knowledge-centric support, the approach being that knowledge is only of value when it’s presented to the engineer or client when and where they need it – and crucially, without them having to look for it."

IT Lab Clients Can Now Adopt ServiceNow Internally 

The work of IT Lab's DevOps division offers an exciting opportunity and cost savings for our clients. Kevin O'Brien explains: “Our platform has been designed to allow our clients to benefit from our investment and development of the ServiceNow solution, offering the ability to co-exist on the IT Lab platform with a low cost of entry and the convenience of a fully managed service.

"This presents a range of innovative services, including a true SIAM (Service Integration and Management) platform – enabling a multi-supplier ecosystem on a single system.

"It's backed by our expertise in delivering a wide range of managed services underpinned by our guiding principle – our Service Obsession.”

Navigating Adaptive Technology 

Peter Sweetbaum, IT Lab’s CEO added: “By being our best and giving our best, we empower organisations to innovate and adapt. Our Adaptive Technology Model is the blueprint for this; it’s about seamless, secure and connected operations, both client facing and internally.

"ServiceNow has become part of our own adaptive technology journey. Thanks to the creativity of my team, our clients can use it for their journeys too. The significance of the work of our DevOps division - and the potential value to our customer base - can't be overstated."