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IT Service Management Customer Success Stories
Manufacturing ITSM transformation
Fusion Global Business Solutions turned our vision of end-to-end demand-to-benefit management into a tangible, scalable solution—and for the first time, we can connect IT demands directly to financial outcomes with visibility across the entire lifecycle.
Vamsi Krishna Gummadi | Head of IT Efficiency Office, MAHLE
Outcome: full visibility from IT demand through to financial benefit
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Real examples of IT service management improvements that have delivered measurable gains in service efficiency, adoption, and operational stability
These examples span multiple industries and show how structured IT service management drives consistent results across different operational environments:
IT Asset Management
bet365: IT asset management for growth
Single view of IT assets to support expansion in regulated markets. Around 75% of employee interactions are now handled via chat.
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Demand Management
MAHLE: IT demand management with financial visibility
Unified demand intake and benefits tracking in one environment. Result: 20% efficiency gain end-to-end.
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Unified Service Management Platform
Adtran: unified service desk
Adtran consolidated fragmented IT support into a single cloud platform with self-service and automation. Delivered in six weeks.
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Service Desk Modernisation
Arcadis: service desk modernisation programme
Arcadis is moving from fragmented systems to a single “front door” for services through a phased improvement programme. Customer satisfaction increased by 4.2%.
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Modernised IT Service Management
Johnson Matthey: BMC Helix ITSM with AI
Johnson Matthey modernised IT service management with BMC Helix and AI-driven ticket categorisation. Result: 50% of IT tickets are auto-categorised by AI.
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Fusion GBS – Who We Are
Fusion GBS: 25+ years of service leadership. Meet our people, purpose, and commitment to transforming enterprise services worldwide
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Fusion GBS: Service & Compliance Solutions
Explore how Fusion GBS delivers innovative solutions in IT, security, compliance and service management to accelerate your digital transformation
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