1. DATA SHEETIntegrated Service Management
INTEGRATED SERVICE MANAGEMENT
Powered by PIVOT
INTRODUCTION
There is a theme across today’s IT departments. Expectations to innovate and the
requirements to operate are misaligned. CIO’s are charged with identifying and executing
strategic initiatives while meeting SLAs and maintaining daily operations. Teams are
expected to deliver and deliver well while controlling cost and lowering risk.
Demands require management to deliver:
• Strong Security Controls & Successful Audits
• Quick & Consistent Issue Resolution
• Exceptional User Satisfaction & Outage Mediation
• Timely Launch & Execution of New Projects
• Steady Organizational Growth & Team Retention
THE SOLUTION - INTEGRATED SERVICE MANAGEMENT
Rethink the relationship between man and machine. Rather than draining your valuable
team of time, energy and enthusiasm, empower them to focus on their core skillset through
Integrated Service Management (ISM).
Using autonomic technology, data analytics and process-driven consultants, ISM provides
new operational models that optimize service delivery and reallocate efforts according to
your Key Performance Indicators (KPIs). Focus on strategic projects, cut time spent on day-
to-day remediation and automate most administration.
IPM.com 1
Before PIVOT After PIVOT
ENGINEERING RESOURCES
Break/Fix 25%45%
Administration 15%25%
Projects 60%30%
assuming 40% improvement
PIVOT BENEFITS
✓✓ Identify and resolve issues
faster.
✓✓ Collect, correlate and
report on what matters
most.
✓✓ Automate tactical tasks
and optimize strategic
initiatives.
✓✓ Maintain control. You
define services levels.
✓✓ Available as a hosted
service. Quickly deployed.

2. DATA SHEET
IPM.com 2Integrated Service Management Data Sheet
Integrated Service Management (ISM) unites the intelligent PIVOT platform, tools and
automation with your operational priorities and resources. This translates into improved
service delivery and establishes relevant metrics for effective decision-making.
Powered by PIVOT, a platform that automates routine activities in an intelligent way, ISM
drives continuous process and operations improvement, maximizes cost avoidance, reduces
risk and accommodates growth and change. As depicted in the graphic below, PIVOT
automates end-to-end resolution of IT operational issues, changing staff workload and
dramatically reducing costs.
A hosted solution with total transparency, you have anytime access to a management portal
and detailed metric, monitoring and response-time reporting. In addition to the platform
and portal, IPM ensures clients assimilate and harness the power of ISM. With continuous
service improvement, automation can analyze how people, processes and technology are
consumed. Using operational data and guided by KPI targets, IPM works in partnership to
identify the next process for optimization.
PARTNERING WITH IPM
A 30-year veteran of the technology services industry, IPM has the people, processes and
platform to support even the most complex IT initiatives and environments. Leverage our
team to support your team. Get the discussion started at ism@ipm.com and learn more at
www.ipm.com/ism.
ABOUT IPM
For more than 30 years, IPM has been the IT force behind some of New York Metro’s most
prestigious brands. Backed through partnerships with technology leaders including
Microsoft, Citrix, EMC, VMware and more, IPM offers professional services, product sourcing,
integrated service management and IT staffing with an unmatched engagement experience -
from concept to execution. Learn more at www.ipm.com.
ARCHITECTURE
ENGINEERING
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ADMINISTRATION
SUPPORT
PIVOT
BY IPM
CONTACT IPM
info@ipm.com
212-645-5070
151 W. 30th Street, 8th Floor
New York, NY 10001
Integrated Service Management