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Case Study: Service Management


Intergen offers managed services across a range of software and infrastructure to its clients, and uses these same services to manage the internal needs of Intergen. Essentially, in terms of its internal systems, Intergen is a customer of its own Managed Services division.

The tool Intergen uses to provision the service management was not developed specifically for IT service management purposes, and therefore is limiting the delivery of services and success of the Managed Service division. 

Our Role

Intergen commissioned X4 Consulting to help quantify the value of replacing its service management tool, to determine what it requires an IT service management tool to do in order to meet the unique needs of the business and to assess the options for replacing the tool.


As part of this engagement X4 Consulting worked with Intergen to evaluate and design optimised business processes, which was aligned to industry standards (ITIL) to help drive out Intergen’s unique needs. We worked with the client to define what the business drivers were around the replacement of the tool, aligned these drivers to the business strategy and developed a value proposition and business case.


As part of the engagement, we also performed a solution assessment against a number of IT service management tools to understand the optimal fit for Intergen’s strategic drivers and business needs for the tool.


In addition, we developed a change roadmap detailing how Intergen could implement its preferred solution and make the necessary business changes to accommodate this solution and set of optimised processes.

Benefits and Outcomes

By engaging with X4 Consulting, Intergen was provided with a truly independent solution assessment, which has informed Intergen’s decision-making around the most suitable IT service management tool to meet its business needs and strategy.

In addition to enabling an informed software selection, X4 Consulting was also able to draw on key concepts from previous engagements in workflow management,contact centre principles and IT service management processes, in order to identify key opportunities to further optimise Intergen’s operational processes.