IT Service Management

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.


  • 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