Service Transformation of ITG Corporation: From ITSM to ESM
updated at: 23 March 2026
Customer: ITG Corporation
Vendor: SimpleOne - Russian developer of solutions for automation of service business processes based on its own low-code ESM platform
Integrator: ITGLOBAL.COM - cloud provider and system integrator, part of ITG Corporation
About the company
ITG Corporation is an international umbrella brand of vertically integrated IT companies: software products for large businesses, cloud services, Managed IT, information security, system integration. The corporation has a global presence (Russia, Belarus, Kazakhstan, UAE, Brazil).
Project background
From 2008 to 2019, ITG Corporation grew from 50 to 1000 employees in 10 countries and combined more than 50 product lines.
By 2019, the rapid growth of the corporation created significant challenges to transform internal service processes. At that time, ITG had the following challenges:
- Lack of standardization: each company in the group had its own service units operating under different rules.
- Multiple entry points: employees did not understand where to go with different requests.
- Non-transparent processes: it was impossible to track the status of a request or obtain objective metrics of service quality.
- Rising costs: the cost of supporting so many companies reached critically high levels.
- Poor service quality: the lack of guaranteed service levels had a negative impact on the entire corporation.
Choosing a solution
Previously, we told you how ITGLOBAL.COM successfully migrated from ServiceNow to SimpleOne ITSM. From August 2019 to January 2020, the company migrated all IT processes to the Russian platform and evaluated the results of the project: cost reduction by 30%, development acceleration by 45%.
Then some structural changes took place: ITGLOBAL.COM became part of ITG Corporation. At this stage, the company reorganized internal corporate services, creating three major service hubs.
- Legal House - legal, accounting and financial support for all group companies, including international ones.
- Drozd - marketing and promotion.
- Production Unit - infrastructure, IT services, workplaces, automation and ACH.
The success of ITSM implementation showed the potential of the service approach, and ITG Corporation made a strategic decision not to stop at automating only the IT department, but to scale the service model to the entire corporation.
The choice fell on the SimpleOne platform for several reasons:
1. an ESM platform, not ITSM with add-ons
SimpleOne was originally built as an enterprise service management platform, not an ITSM system with add-ons. This provided natural support for multiple service providers - a key requirement for an ESM approach.
2. low-code capabilities
The platform allowed for self-creation of necessary applications and customization of processes without vendor involvement.
3.Russian development
The solution is included in the register of domestic software, which is important for the long-term import substitution strategy.
Project Stages
Scaling up from ITSM to a full-fledged ESM platform took place in stages from 2020 to 2025. ITG Corporation used the successful experience of IT process automation as a foundation for the transformation of all service divisions.
Stage 1: From ITSM to ESM - first steps (2020-2021)
"The implementation of ITSM in the IT department has yielded tangible benefits. But IT is not the only service provider in the company, so it was decided to transfer this practice to other departments as well"Dmitry Syomin Deputy Technical Director for IT processes ITGLOBAL.COM
2020: finalization of ITSM processes, preparation of infrastructure to connect other departments.
2021: ITG Corporation made a strategic decision to scale the service approach to the entire organization.
The accounting department and the administrative and economic department (AHO) joined the platform. Phase 2: Scaling up to a full ESM (2022-2024)
After successfully connecting the first business units and creating service hubs, ITG Corporation moved to the system transformation of all service processes.
2022: procurement and marketing departments joined the system
The number of requests grew to 60,000 per year - four times more than the IT department alone handled.
2023: SimpleOne B2B CRM solution implemented
The solution eliminated the need for a third-party CRM system and connected the sales department to a single ecosystem. Now sales, marketing and customer service worked in one platform. From that moment on, active automation of all connected service processes began.
2024: the number of requests reached 132,000 per year
The ESM platform already covered more than 15 service providers from various divisions of ITG Corporation.
The corporation's employees received a single self-service portal with a catalog of all available services. Instead of chaotic requests via e-mail, messengers and phone calls, there was a single point of entry.
"The service catalog is structured and clear - from ordering office supplies to legal advice, everything is just a few clicks away. The main advantage is transparency: the employee always knows the status of his/her request, sees the history of communication and can find the answer himself/herself in the knowledge base"Dmitry Syomin Deputy Technical Director for IT processes ITGLOBAL.COM
In the same year, the implementation of asset management (ITAM) began, with entry into a productive environment in 2025.
Phase 3: Implementation of Artificial Intelligence (2024-2025)
To further improve the efficiency of employee requests, ITG Corporation worked with Ainergy, a developer of an enterprise AI management platform, to implement generative AI technologies into the ESM system.
Implemented AI scenarios.
- classification of requests: automatic determination of the request type and routing to the right executor;
- selection of similar requests: the system offers ready-made solutions based on previous cases;
- intelligent search through the knowledge base: employees form a request in a chatbot, and the system independently finds the answer in regulatory documentation;
- assistance to support specialists: AI offers solutions and speeds up problem diagnosis.
Results of AI implementation.
- Reduction of errors in classification of appeals from 30% to 5%;
- internal users actively turn to chat to search for information in corporate documentation;
- about 95% of information requests are closed automatically - AI analyzes requests, predicts resolution timeframes and explains the status of their requests to users.
2025: implemented human resource management (HRMS) for HR department
This completed the formation of a complete ESM platform covering all key service functions of the corporation. By the end of the year, the ESM platform was already handling 155,000 requests - a more than tenfold increase compared to the initial ITSM phase.
"With the help of the ESM system, we united all these divisions, despite their different levels of maturity and different approaches to building business processes. Thanks to the flexible system, we were able to bring them into a common catalog of services and provide a single point of entry"Alexander Starodubtsev Co-founder of ITG Corporation
Implemented functionality
The implementation of the ESM platform has transformed the way the entire ITG Corporation operates. What used to be disparate systems with multiple entry points has become a unified digital service ecosystem.
The ESM system today includes:
- more than 15 service providers from various divisions of ITG Corporation;
- a single service portal for all employees with a catalog of services;
- integration with external systems: clients' personal cabinet, accounting systems, CRM;
- automated approval and routing processes;
- SLA management system with deadline control;
- knowledge base with intelligent search;
- AI tools for automation of routine operations.
Cross-cutting ESM processes
"The particular value of the SimpleOne platform has manifested itself in the realization of end-to-end processes that affect several departments at the same time. Previously, an employee had to contact each department separately, track the status in different systems and coordinate actions manually. Now the platform does it automatically. When an HR specialist creates an application for a new employee, the system automatically generates related tasks: IT prepares the workspace and accounts, ACS organizes the space in the office, and the accounting department enrolls the employee in the payroll system. All departments see the big picture and work synchronously, which reduces the adaptation time of a newcomer from several weeks to a few days"Alexander Starodubtsev Co-founder of ITG Corporation
Examples of end-to-end processes:
- Onboarding of a new employee (HR + IT + Accounting + Accounting).
- Organizing a business trip (HR + Accounting + Accounting + Accounting).
- Purchasing equipment (Purchasing Department + IT + Accounting).
Measurable results of the project
During the implementation ITG Corporation has not just automated processes - it has gained a measurable competitive advantage both in operational activities and on the external market.
1. operational efficiency
| Indicator | Value |
|---|---|
| -24% | Request processing time by connected departments |
| +35% | Customer satisfaction (standardization of services and SLA fixation) |
| +2% | Increase in headcount with significant increase in workload |
| 155 000+ | Appeals processed in 2025 (×10 from project start) |
| -200-300% | Optimization of the staff of service units with quality growth |
The clear result is a multiple reduction in service costs. Automation of routine operations and optimization of processes allowed to reduce the staff of service departments several times. Employees who used to spend time searching for the right department or waiting for an answer now receive faster and better service.
2. Market Relevance
The ESM-platform helped not only to optimize internal processes, but also strengthened the corporation's position in the market. Standardization and automation of internal services has freed up resources to develop external services and launch new products.
| Indicator | Value |
|---|---|
| 9 | New services introduced to the market during the project period |
| 10+ | Existing services expanded and improved (new options, functionality, delivery channels added) |
| +18% | Increased speed of processing external client requests |
| -25% | Reduction of time for registration of requests |
| 95% | Customer satisfaction |
| +10% | Staff growth with a significant increase in the volume of services |
"Costs have come down significantly, we've reduced staffing by several times, and yet we've gotten a much higher level of internal service quality"Alexander Starodubtsev Co-founder of ITG Corporation
ESM is not just an automation tool, but a strategic competitive advantage. The service approach works as a growth gas pedal, allowing you to scale faster than competitors at lower costs.
System development plans
Despite the successful completion of the main implementation, ITG Corporation continues to develop the ESM-platform. The company's immediate plans include:
- Implementation of event management (Monitoring and Event management).
- Automated calculation of KPIs to evaluate service provider performance through traffic light balanced scorecards.
- AI-checking of change requests - helping users to form change plans and calculate risks.