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Software and Cloud Technology Solutions Leader Accelerates IT Operations with Concierto MANAGE
Executive Summary
This leading software and cloud technology solutions organization transformed their IT service management and operations using Trianz Concierto MANAGE, achieving remarkable results that exceeded transformation benchmarks. Facing legacy ITSM limitations, lack of unified platform for hybrid/multi-cloud operations, and manual workflows not aligned with business requirements, they needed an enterprise-grade solution with enhanced IT productivity, seamless operations, and strong ITIL alignment.
Concierto's AI-powered automation delivered transformational impact:
- 55%+ reduction in operational and software costs
- 2X improvement in IT workforce productivity
- 20% better first-time resolution rates
- 70% reduction in manual workload
Client Overview
Industry:
Software and Cloud Technology Solutions
Organization Size:
Global Enterprise
Transformation Focus:
IT Service Management | IT Operations | Service Delivery Optimization | Workflow Automation
Concierto Platform:
Manage
Timeline:
Accelerated implementation timeline
Business Challenge
Legacy ITSM Constraints:
Existing ITSM system lacked support for mobility, translations, and digitally enhanced requirements. Limited flexibility prevented adaptation to rapidly changing business requirements.
Fragmented Operations:
Disparate tools created operational silos without centralized visibility into IT service health and performance.
Manual Process Burden:
Workflows not customized to business requirements. Service request management executed manually was time-consuming and error-prone.
Service Delivery Gaps:
Required cloud-based ITSM platform with management reporting, seamless tool integration, and strong ITIL alignment with flexibility.
The Trianz Solution
Concierto MANAGE + Professional Services
Unified Platform Architecture:
Multi-cloud and end-to-end IT service management with 360° visibility providing single pane of glass for hybrid cloud operations.
AI-Powered ITSM Suite:
Complete implementation of Incident and Problem Management, Service Request Management with self-service portal, Reporting and Analytics through executive dashboards, Knowledge Management with AI-powered capabilities, and Change Management with automated workflows.
Hyper-Automation Engine:
Intelligent automation across incident management and request fulfillment, auto-scaling infrastructure for seasonal spikes, and intelligent ticket assignment through AI-powered logic.
Measurable Results
| Metric | Achievement |
|---|---|
| Cost Optimization | More than 55% reduction in operational and software costs |
| Service Quality | 20% improvement in first-time resolution rates |
| Productivity | 2X improvement in IT workforce productivity |
| Automation Impact | 70% reduction in manual workload |
Operational Excellence
- Significant cost reduction through automation and tool consolidation
- Improved first-time resolution through intelligent workflows
- Accelerated service initiations on multi-cloud platforms
Productivity Gains
- IT workforce productivity doubled through self-service culture
- Automated incident management eliminated operational bottlenecks
- Customized workflows improved process efficiency
Service Quality
- Round-the-clock support with accelerated resolution times
- Self-service portal improved end-user satisfaction
- Predictive analytics enabled issue prevention
Platform Capabilities
- Zero-code approach adapted to business requirements
- Strong ITIL framework compliance
- Infrastructure auto-scaling ensured performance during seasonal spikes
Business Impact
By implementing Concierto MANAGE, this leading software and cloud technology solutions provider successfully transformed their IT service management and operations, creating a unified platform that supports complex multi-cloud and hybrid infrastructure. The solution delivered more than 55% reduction in operational costs, 2X improvement in IT workforce productivity, and 20% better first-time resolution rates through intelligent automation.
This transformation demonstrates how Concierto MANAGE's modern ITSM platform can drive significant business value for technology service providers operating globally, delivering operational excellence through intelligent automation and unified hybrid cloud operations.
Why Industry Leaders Choose Concierto
SaaS & Zero-Code Platform
Eliminates development cycles with zero-code customization. SaaS-native architecture ensures automatic updates and reduced total cost of ownership.
AI-Powered Intelligent Automation
Machine learning automatically classifies and routes tickets while predictive analytics identify issues before impact.
Multi-Cloud Excellence
Unmatched flexibility across AWS, Azure, GCP, and hybrid environments with unified visibility and control.
ITIL Compliant by Design
Built on ITIL best practices with industry-standard processes embedded in every workflow.
Enterprise-Grade Security
Meets highest standards including SAS 70 and CSA Star certification with comprehensive security controls.
Global Scale with Local Agility
Supports distributed operations across regions, languages, and time zones with mobile-first design.
Ready to transform your IT operations with Concierto? Contact Trianz today to discover how AI-powered automation can accelerate your transformation while delivering unprecedented business value.
Learn more at trianz.com/conciertoReady to Transform Your Data Platform?
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