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Problem
Aligning Internal Operations with Innovation
ITC GmbH, a German IT consulting and system integration firm known for driving digital transformation, faced internal inefficiencies that conflicted with the innovation it delivered externally.
Specializing in IT Service Management (ITSM), IT Operations Management (ITOM), and enterprise modernization since 1996, ITC had built a strong reputation helping organizations upgrade their infrastructure. Yet behind the scenes, the firm’s own service delivery processes were burdened by fragmented systems.
With over 40 team members, daily operations were still managed through siloed spreadsheets and rigid tools like SAP Business ByDesign—systems that offered little flexibility and failed to scale with the company’s growing needs. Collaboration was hindered, data was dispersed, and workflows couldn’t adapt to the dynamic pace of the business.
To bring internal operations up to the same standard as the client solutions they delivered, ITC needed a centralized, agile platform—one capable of streamlining service delivery, improving cross-team visibility, and supporting the firm’s next stage of digital maturity.
Q1
Solution
Systematizing Service Delivery with SmartSuite
ITC deployed SmartSuite as their internal work management platform, focusing on four key areas: service catalog management, task templates, resource planning, and data privacy.
They implemented an internal-facing service catalog tied to reusable SOP templates, integrating 30+ service types and over 100 standardized workflows. Complex linkages allowed users to select services like "New Laptop Request" and trigger full SOP checklists automatically via linked tables—not static automation chains.
Q2
Results
Running Leaner with a Modular Framework
ITC now runs core internal services on SmartSuite, reducing dependency on Excel and preparing for a post-SAP operating model. Their modular structure, based on teams called “circles,” maps directly into SmartSuite’s permission model, communication center, and task views.
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