Case Study: An ITSM implementation for Birmingham City Council

A Business Critical Situation

Birmingham City Council faced a business-critical deadline to replace ServiceNow ITSM with EasyVista Service Manager before a license renewal. Driven to make cost efficiencies in the IT budget, while continuing to support one of the UK’s largest and most complex local government IT environments., BCC selected TekWurx to deliver the project. 

The Results:

Key Challenges:

• The existing Service Desk represented a significant cost pressure to the organisation.

• There was high operational dependency on the existing platform, and a sense of loyalty to the way that it worked. 

• Birmingham City Council had developed a complex IT environment with ServiceNow ITSM, that had been heavily customized over a long time

• The requirement for project delivery in a strict 120-day delivery window, ahead of the license renewal date, plus the need to avoid operational disruption during migration. 

TekWurx Delivered:

Tekwurx delivered a rapid, low-risk transformation by successfully migrating Birmingham City Council from ServiceNow to EasyVista Service Manager within a strict 120-day window. 

A Two Phased Approach

TekWurx used a collaborative approach to implement EasyVista Service Manager and to migrate the existing ServiceNow workflows and processes. In collaboration with the team at Birmingham City Council. 

The implementation was delivered in two phases:

Phase One:

Deliver a Minimum Viable Product (MVP) to allow the council to retire the existing system, and not incur additional subscription costs. 

Phase Two:

Complete the remaining processes and deliver BAU. .

TekWurx Insight:

As with the implementation of any ITSM tool, many complex requirements are simply not available 'out of the box'. In the interest of speed, we developed solutions that kept as close to the OOTB configuration as possible and avoided over customisation.

"Already, those who have seen the product are complimentary about it. I could not recommend TekWurx highly enough as an implementation partner; no task was too small or too big for them, and my team has very high standards."

David Moorcroft

Head of Platforms, Digital & Technology  Services @ Birmingham City Council

About TekWurx:

Crucially, Tekwurx avoided over-customisation, focusing instead on simplifying the platform, strengthening governance, and maintaining long-term sustainability.

This approach enabled immediate operational continuity while improving visibility, control, and confidence across IT services. resulting in faster service transition, increased resilience, and a 66% cost efficiency over three years

Contact Us:

For more information about this case study, or to discuss creating trust in your ITSM platform, turning your CMDB into a viable strategic asset for your business, discovery, observability, automation and making your business ready for the adoption of AI, don’t hesitate to contact the TekWurx team today sales@tekwurx.com