The document introduces Integrated Service Management (ISM) as a solution that uses automation, analytics and process optimization to improve service delivery and reallocate engineering resources. ISM is powered by the PIVOT platform, which automates routine IT tasks to resolve issues faster and free up staff time. Using ISM can shift engineering time from break/fix work and administration towards strategic projects. The document then provides information on how ISM is deployed as a hosted service, how IPM partners with customers to implement it, and background on IPM as an IT services and consulting company.