case studies Syniad IT

Providing ITSM expertise 

Client challenge

A global IT Service Provider required specialist ITSM expertise to assist in the development of RFP responses for their clients. In addition, they needed to understand how one of the leading Service Management tools, ServiceNow, could be exploited to help meet demanding client needs.

How we helped

  • Baseline assessment

Syniad IT worked closely with the Service Provider’s bid team to gain a clear understanding of the client context and business drivers. Working collaboratively with the Service Provider’s own team, we identified specific knowledge gaps. We provided draft content and also engaged in knowledge transfer activities, to ensure that the Service Provider’s teams could become more self-sufficient in future.

  • Design, build and optimise

We leveraged our extensive experience in the design and build of ITSM and SIAM operating models, as well as our deep subject matter expertise of ServiceNow, to provide insight and develop RFP responses.

  • Solution implementation

The solutions we created met all the client’s needs and exceeded their requirements.


  • Maintain, update and adapt

As a result of the success of the project, the client has retained Syniad IT to assist in future client bids. Our subject matter expertise and responsiveness were critical factors in the decision to retain our services in the long term.

Also, read our blog “Are you maximising your ServiceNow investment”?