June 2022 - Elevating Avalara’s IT Service Management: A Seamless Transformation

Avalara transitioned its IT Service Management (ITSM) processes onto the ServiceNow platform. The focus was to centralize service desk operations, streamline incident management, and enable self-service capabilities for end-users.

The outcome was an efficient, unified approach to ITSM, setting the stage for ongoing service enhancements and operational excellence. Despite the organization doubling in size over the last 2 years, the size of the help desk has stayed flat, saving Avalara 50% of the required help desk labor.

Applications:

• App Engine: App Engine for ITSM
• ITSM: Change Management
• ITSM: Incident Management
• ITSM: Request Management
• ITSM: Service Operations Workspace ITSM Applications
• ITSM: Knowledge Management
• ITSM: Service Catalog