Case Study: LBS streamlines IT service management with Serviceware Processes

Using Serviceware for improved IT service query processing

LBS West, a financial services company, needed a more robust IT service management approach as its operations grew and its self-developed Microsoft Access and Oracle-based system could no longer be expanded. The company wanted a standard solution that could unify asset management, IT procurement, budgeting, and end-to-end service processes. Serviceware Processes was selected to replace the outdated setup and support the collaboration between IT and the rest of the organization.

Serviceware implemented Serviceware Processes to map LBS West’s standard ITSM workflows, including incident, problem, request, change, asset, knowledge, and event management, along with budget planning and ordering processes. The solution improved query handling, automated feedback, strengthened asset management, and enabled full tracking from budget planning through de-inventorization. The project supports around 3,000 users, 60 service agents, and about 4,000 queries per month, giving LBS West a more flexible and personalized interface for employees.

LBS

Stephen Ricker

Manager IT Operations