TransformIT
Deliver Better IT Outcomes with TransformIT
The Thrive Platform enables IT teams to deliver better service with less time and effort. By aligning your IT processes with your business goals, we can help reduce technical debt, increase agility, and tangibly improve customer experience through your CSAT scores. The Thrive Platform makes self-service easy and automates frequent manual tasks, which changes how your teams can get things done.
Responsiveness Is Business Value
We encourage the use of TransformIT, where tickets are assigned to a technician in under 15 minutes. Metrics show our people go to Thrive because they know they can count on a quick, accurate response.
Debora Yawn
IT Operations Manager
Shrieve
TransformIT Delivers More Than Just a Platform
The TransformIT Platform is more than a technology. TransformIT has potentially powerful IT tools – but it all depends on how it is implemented. Our strength is our years of experience with ITSM as a managed services provider. We understand that a successful ITSM implementation requires the combination of technology with human-centric design. We have developed a consultative approach that allows us to work with you to understand and articulate your process and teams and then translate that into a service and case management workflow that naturally and intuitively reflects those teams and processes.
Thrive has built our service platforms on ServiceNow technologies – and we can provide real-world expertise to help you get more out of all your IT systems.
Insights That Transform
It is easy to run a ticketing system. It is much harder – and more valuable – to define and track your workflows and to use your systems to maximize your customer experience.
ServiceNow provides a comprehensive view of your IT assets (software and hardware) and your teams, and this can even be expanded into other operational areas like HR or facilities. This is a real-time view of how your organization is running at an operational level.
At a foundational level, an IT service management tool (ITSM) like ServiceNow can help coordinate the routine transactions around IT systems:
- Coordinate multiple teams to work tickets to increase efficiency and time-to-resolution
- Move away from unreliable email-based support
- Track system assets and inventory
- Reduce technical debt by streamlining and connecting IT systems
- Onboard and off-board third-party IT systems
- Increase cross-team communication
But at Thrive, we can take that further. ServiceNow has a wealth of data at your fingertips – system performance, team workloads, customer satisfaction. We have the experience to help you find actionable insights and performance enhancements through more effective ServiceNow implementations:
- Connect multiple ServiceNow applications for a single platform view of IT
- Create dashboards and reports for real-time performance insights
- Identify and define unique workflows for your teams and customers
- Automate processes for faster and more consistent results
Real-World Design, Tailored to Your Business Goals
ServiceNow provides a powerful platform that can boost team productivity by 30% – but each deployment is unique to every organization. This can make it difficult to get running or can lead to implementation problems that hamper your success.
Thrive can accelerate your adoption of ServiceNow through an experience-based design approach. Part of transforming IT is recognizing that IT encompasses more than just technology. We have developed an ITIL-focused, consultative approach, embracing principles such as focusing first on value, starting where you are, optimizing where we can, and keeping our solutions simple and relevant.
Our first step is to understand the different types of demand that your teams need to support your users and core activities. Once we have that holistic view, then we look at all of the ways that your teams and our Thrive teams can collaborate to amplify performance and support. These conversations drive the design and development efforts for the TransformIT setup.
With the combination of deep expertise with ServiceNow and insight into your objectives, the Thrive TransformIT Platform can help leverage the power of ServiceNow intelligence and automation to optimize your teams.
Go With the (Work)flow and Optimize Performance
One powerful aspect of the TransformIT platform is the ability to automate responses. TransformIT Workflows define actions to handle case routing, groups, notifications, and escalations.
The combination of automation, analytics, and visibility can be a dynamic foundation for managing complex IT or user experience operations. The TransformIT platform offers enhancements that can help introduce new potential use cases:
● Co-management of the ServiceNow environment and ticket activity
● Change management
● Resource management
● Integration with third-party systems
● Integration with other ServiceNow instances
Frequently Asked Questions
What is Thrive’s TransformIT platform, and how does it help businesses improve IT operations?
TransformIT is Thrive’s ServiceNow-powered IT service management (ITSM) platform designed to help businesses streamline IT operations, automate routine tasks, and improve employee support experiences. It combines enterprise-grade technology, prebuilt workflows, AI-powered automation, and Thrive’s expert IT team to make advanced ITSM capabilities accessible to small and mid-sized businesses.
How does ServiceNow automate IT service management (ITSM) workflows?
ServiceNow automates ITSM workflows by using predefined processes, intelligent routing, and AI-powered automation to manage incidents, service requests, notifications, and escalations. This reduces manual work, improves response times, and allows IT teams to focus on more strategic priorities.
What are the benefits of AI-powered IT workflow automation for small and mid-sized businesses?
AI-powered IT workflow automation helps small and mid-sized businesses reduce repetitive tasks, accelerate issue resolution, and improve operational efficiency without significantly expanding IT resources. It also makes enterprise-grade capabilities more accessible to organizations with limited internal IT staff and budgets.
How can Thrive help IT teams reduce manual tasks and resolve support requests faster?
Thrive combines ServiceNow automation, AI agents, and prebuilt workflows to streamline ticket routing, incident management, and routine IT processes. Its ServiceNow-powered platform has helped eliminate 21,000 hours of manual work while achieving a 73% first-contact resolution rate.
Can TransformIT integrate with existing business applications and ServiceNow environments?
Yes. TransformIT supports integrations with multiple ServiceNow instances and third-party applications, including HR systems like ADP and Workday and ticketing platforms like Jira, Freshservice, and Zendesk.
How does Thrive help businesses implement and manage ServiceNow without requiring a dedicated in-house team?
Thrive provides implementation, configuration, ongoing management, and co-managed IT support through its team of experienced engineers and technical advisors. This gives small and mid-sized businesses access to enterprise-grade ServiceNow technology and expertise without the cost or complexity of building a dedicated internal team.
How can TransformIT improve IT visibility, employee experience, and business performance?
TransformIT provides centralized dashboards, real-time service metrics, self-service tools, and automated workflows that help IT teams monitor performance and improve support delivery. By reducing manual work and accelerating issue resolution, the platform helps improve employee productivity, service quality, and overall operational efficiency.
Who are the leading ServiceNow partners that utilize the ServiceNow AI Platform?
Leading ServiceNow partners include Thrive, Accenture, Deloitte, Cognizant, EY, KPMG, IBM, Capgemini, and DXC Technology, among others. Thrive leverages the ServiceNow AI Platform to deliver AI-powered IT service management and automation through TransformIT. Unlike other service practices with similar ServiceNow experience, Thrive specializes for midmarket businesses rather than enterprise and can either fully managed or co-manage resources, offering maximum flexibility and control to our clients.
Which MSPs use ServiceNow for ITSM?
Several managed service providers (MSPs), like Thrive, use ServiceNow for IT service management (ITSM). These providers leverage ServiceNow to automate workflows, manage service desks, streamline customer support, and improve IT service delivery.
Let's Build IT That Works for You
Ready to streamline service delivery and align your IT with your business goals? Our experts are here to help you design and implement a human-centered ITSM solution that drives real results.