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

Talent Groups deployed a seasoned ITSM consultant who began as a solo contributor and ultimately assumed ownership of the ITSM program. The engagement started with stakeholder interviews, environment analysis, and transition planning. Within days, the consultant identified immediate pain points—including frequent major incidents—and partnered with the internal help desk to launch a Major Incident remediation process using existing tools.

Key contributions included:

• Major Incident Management Launch – Implemented a new process that dramatically reduced the time to identify and resolve large-scale IT disruptions.
• Strategic Roadmap Redirection – Advised the client to forgo the vendor-supplied ServiceNow instance and invest in a direct enterprise license to better support short-, mid-, and long-term business goals.
• Cost Impact Modeling – Developed a methodology in partnership with call center and finance leaders to quantify the financial impact of major incidents and the value of ITSM improvements.
• Process Expansion – Introduced formal Problem Management processes and laid the foundation for Event Management using tools like Dynatrace.
  

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.