In an interview with CIO Applications, Jack Mansfield, VP of Digital Workplace Strategy, Brenda Lichtenberg, Senior VP of Strategy & Portfolio, and Matthew Frazier, Senior Director of Tools and Technology at Bell Techlogix share their insights into the company, the unique value proposition and the leading edge ITSM services it brings to the table.
Could you give us an overview of what Bell Techlogix is offering in the ITSM arena?
Brenda: We are a managed service and solution provider with rich expertise in the full suite of ITSM services as well as platform management and support. We provide a full implementation for new ServiceNow instances as well as performing client migrations, and transformations. Our team is also experienced in adjacent areas of ITSM solutions like human resource management, asset management, application services, as well as infrastructure and hybrid cloud capabilities that play a crucial role in end-to-end IT operations management. We work with our customers to fulfill their unique requirements and ensure their objectives are met with the ITSM Solution that we put together for them. We are a partner that will bring thought leadership, quality, complete transparency and a partner they want to recommend to other clients.
Matthew: We observe and guide our customers to utilize best practices with our tools or their tools to ensure it provides the greatest efficiencies possible as well as continues to be scalable and upgradable in the future. In doing so, we combine our services with other managed and field services, making Bell Techlogix a sought after player in the ITSM arena.
Jack: We are an IT services provider that leverages the experience of its operations arm and, wraps it with a service management offering package to quickly adopt those experiences when consulting customers for installation or recommendations of new ITSM platforms.
How has Bell Techlogix evolved over the years?
Jack: We started as selling technology hardware and software, and expanded into software implementation and support. Having been involved with technology for over 20 years, our operations arm can capitalize on that transition to implement, configure and support software in the ITSM space.
We strive to provide support and services that are proactive and predictive using advanced capabilities and automation for the ITSM platform as well as, bringing our clients capabilities to an advance maturity level while saving them cost
Our background enables us the ability to work with our clients, understand business requirements, identify and implement reliable software, and support services.
Brenda: We are a rapidly growing and maturing company with an innovation-driven team that is passionate about making a difference by bringing the latest and greatest technologies to our clients. We analyze customer data and make recommendations on how they can bring efficiencies and greater productivity by incorporating and adopting an 'Automate-First' strategy. We provide our clients with a state-of-the-art ITSM platform that features robust data analytics, dashboards, security and data transparency for a holistic and comprehensive picture of the ITSM ecosystem.
What is your typical client on-boarding process?
Brenda: We focus on establishing a strong partnership with the client to drive a successful implementation of our shared platform or theirs while ensuring alignment with their current objectives as well as positioning them for future growth. Upon analyzing the clients’ current configuration, requirements, and expected deliverables, we assist them to map and design an ITSM solution for improved business workflows as well as infusing automation in as much as possible to bring cost savings and efficiencies. Once in production, we run HyperCare, which provides high touch support to quickly resolve any issues that might arise. Our goal is to help our clients achieve their objectives throughout the entire lifecycle of the project and bring the benefits of digital transformation to their ITSM solution.
Matthew: Our expertise and agility enable us to quickly provide managed services with different and flexible service offerings to meet our client’s needs.
Kindly elaborate on a client success story.
Brenda: We helped one of our clients, a large defense contractor with over 40,000 end-users, to migrate to a new ServiceNow platform. It was a complex implementation to consolidate all the data and build them a brand new ITSM platform along with external integrations and completing it within six months. Everything proceeded as planned, on budget and the client was delighted with the result. It was a great achievement for both teams.
Matthew: For this defense client we migrated 59 of their divisions that were utilizing 35 different ITSM tools into a single platform with minimal customization. We accommodated all their customer requirements with an out-of-the-box solution that provided flexibility across their various divisions as well as improved communication. This solution now provides them complete visibility and transparency of their entire environment.
What does the future hold for the company?
Brenda: We are centered on automating, integrating, and providing a holistic digital transformation philosophy and strategy to our clients. We are looking to enhance our ServiceNow platform with an infrastructure catalog of services and integrate it with hybrid cloud platforms that will have full communication from the cloud to the ITSM platform. There are many new services we are working on like chat translations, which takes text from the end users language and translates that to the language of the agent in real-time. This is a huge benefit in communication between cultures and technology support to deliver a new age of digital services. Lastly, we are releasing seven new Business Transformation Analytics Services that align with our ITSM solutions and target cost savings, improved productivity, automation improvements, and much more. We strive to be a service provider and partner that goes beyond the IT environment to providing support and services that are proactive and predictive using advanced capabilities and automation for the ITSM platform as well as, bringing our clients capabilities to an advance maturity level while saving them cost. We are excited to be a part of this digital transformation age!
These added solutions and services bring an overall comprehensive ITSM solution that provides our clients with continuous improvements.