Your ITSM and ESM platform holds immense potential—but many organisations only use a fraction of its capabilities. Gartner research highlights low platform utilisation as a common issue, leading to underwhelming ROI, shelfware, and missed automation opportunities.
Xcession ensures your platform is fully optimised, seamlessly integrated, and delivering measurable value. Whether you're implementing, expanding, or integrating your platform, our structured approach helps IT leaders unlock the full potential of their investment.
Implementing & Expanding Your Platform for Maximum ROI
A well-implemented ITSM or ESM platform is more than just a ticketing tool—it’s a hub for automation, intelligence, and service delivery across the business. Our experts will help you:
Expanding beyond ITSM to HR, Finance, Facilities, and Security.
Ensuring licensed modules and features are fully adopted.
Reducing inefficiencies, manual effort, and third-party tool dependencies.
Demonstrating measurable ROI and value creation.
We align people, processes, and technology to ensure your platform becomes an enabler of business success—not just another IT tool.
AI-Powered Service Management
AI is transforming service management—but only when implemented strategically. Our team ensures AI delivers real value by embedding it within ITSM and ESM processes. We help you:
- Leverage data-driven insights – AI-powered analytics to predict demand and automate responses.
- Automate decision-making – Using AI to approve requests, intelligently assign tickets, and escalate only when necessary.
- Enhance agent productivity – AI-assisted workflows provide real-time recommendations and case summaries.
- Improve self-service adoption – Virtual Agents powered by Now Assist reduce service desk load and enhance user experience.
By embedding AI and automation at the core of ITSM and ESM, we help organisations increase efficiency, improve decision-making, and enhance the employee and customer experience.
A Unified Integration & Automation Strategy
Your ITSM/ESM platform shouldn’t operate in isolation. To drive maximum efficiency, Xcession integrates it seamlessly with your wider technology ecosystem, ensuring:
Through a process-led integration approach, we position your ITSM/ESM platform as the central orchestration layer for digital service delivery.
Service Catalogue & User Experience Enhancements
A seamless service experience drives adoption and efficiency. Our team will optimise your service catalogue to:
- Expand beyond IT – Covering HR, Finance, Facilities, and Security services.
- Prioritise automation – Defaulting to automation-first for service requests.
- Drive ‘shift-left’ efficiencies – Empowering users with self-service capabilities to reduce IT workload.
- Ensure a seamless experience – Delivering consistent access across desktop, mobile, and chat platforms.
By automating fulfilment and reducing reliance on manual intervention, we speed up service delivery, enhance user satisfaction, and lower operational costs.
Expanding the CMDB for Better Decision-Making
A well-structured CMDB is essential for accurate decision-making, intelligent automation, and seamless service delivery. Xcession helps IT leaders:
Centralising infrastructure, applications, and dependencies.
Reducing risk in change management by understanding dependencies.
Using CMDB data for self-healing services and proactive incident resolution.
Supporting data centre moves, cloud migrations, and upgrades with real-time insights.
By embedding the CMDB at the heart of IT operations, we enable smarter automation, better decision-making, and greater service stability.
Why Choose Xcession’s Team for Implementation?
- Maximised platform ROI – Ensuring full platform adoption and reducing shelfware.
- Process-first, automation-driven approach – Designing intelligent workflows that enhance efficiency.
- Scalable, future-proof implementation – Supporting business growth and digital transformation.
- Expert-led integration and expansion – Seamlessly connecting ITSM/ESM with wider business processes.
- Faster, smarter service delivery – Improving user experience and increasing self-service adoption.
Transform Your ITSM & ESM Capabilities
With expert-led implementation, we help IT leaders unlock the full potential of their ITSM/ESM platform. Let’s talk about how Xcession can help you maximise your investment and drive real business outcomes.