Talent Groups Case Study

ITSM Transformation for a Government-Funded Healthcare Organization

A government-funded healthcare organization responsible for administering health benefits to military communities needed strategic guidance and technical leadership to transition its IT service management (ITSM) practices to ServiceNow. After purchasing a standard ServiceNow instance through a third-party vendor, the client sought expert support to evaluate its environment, align with business goals, and establish a roadmap for modernization.

CHALLENGE

The organization was facing repeated major IT outages that disrupted daily operations and made it difficult to engage stakeholders in strategic planning. Although a ServiceNow instance had been purchased through a third-party vendor, it quickly became clear that the solution lacked the scalability and functionality needed to support long-term business goals. Without a structured ITSM approach or measurable performance data, the organization struggled to justify further investment in the platform. At the same time, the absence of defined processes for incident response and service improvement was limiting the IT team’s ability to demonstrate value and gain leadership support.

APPROACH

Phase I: Assessment & Roadmap 

We began with a comprehensive evaluation of the Client’s ITSM environment, engaging key stakeholders to assess service desk operations, identify critical gaps, and establish a clear improvement strategy. Our consultant developed a work breakdown structure, formalized processes including Incident and Problem Management, and aligned the ITSM vision with leadership. Deliverables included a prioritized roadmap, ITSM maturity dashboard, and foundational documentation to support future implementation.

Phase II: Implementation & Governance 

Building on Phase I momentum, we transitioned into execution — establishing a dedicated ITSM team, launching governance structures, and completing implementation of core ITIL processes (Incident, Change, Problem, Knowledge, and CMDB). This phase emphasized cross-functional alignment, tool optimization, metric tracking, and long-term scalability using ServiceNow. Our team helped institutionalize performance-based decision-making and support a maturing internal ITSM capability.

IMPACT

Through a combination of strategic insight, stakeholder collaboration, and hands-on process implementation, Talent Groups helped the organization transform its IT service management approach delivering measurable outcomes, operational improvements, and long-term value.

✔ Over $2 million in cost avoidance within the first few months

✔ Full ITSM roadmap realignment enabled successful ServiceNow deployment

✔ Organization-wide support and funding secured for ITSM expansion

✔ Client formed its own internal ITSM product team to continue the work

✔ Consultant and team were offered full-time roles due to outstanding performance

Talent Groups helps organizations build agile, sustainable service management practices that deliver measurable value.. Contact us today to learn how we can support your success.