Story Details

Customer profile	a major public-safety agency
Vertical	Public safety
Modern ITSM platform	Cherwell Service Management
Partner	StrataCom

Major Public-safety Agency Modernizes Service Management

Major Public-safety Agency used a structured IT Transformation and ITSM Modernization effort to improve service delivery, workflow clarity, and Enterprise Service Management readiness.

Project Profile
Customer	A major public-safety agency
Vertical	Public safety
New ITSM tool	Cherwell Service Management
Scale	7,500 (5,500 police officers) employees; CAD 1.16 billion (2023) revenue/budget
Engagement span	2024-2025
Primary scope	core service-management configuration

Executive Summary

A major public-safety agency needed service-management practices that could keep pace with operational complexity, user expectations, and the need for dependable support workflows.

The former environment included Cherwell, and the organization needed a cleaner, more flexible service-management operating model.

The modernization centered on Cherwell Service Management as the new ITSM platform, giving the organization a cleaner foundation for ITSM Modernization, service workflows, integrations, and ongoing improvement.

StrataCom supported the organization through a scope that included system integration. Source requirements were translated into a practical program covering core service-management configuration. The work created a stronger foundation for service delivery while leaving room for ongoing refinement.

The engagement supported IT Transformation and ITSM Modernization by connecting platform work, process design, and operational governance to a broader Enterprise Service Management foundation.

StrataCom brought ITSM and ITIL expertise to the IT Transformation and ITSM Modernization work, along with advanced integration support, custom application development capability, and experience designing advanced workflows for complex Enterprise Service Management environments.

Results At A Glance

1	Established a modern Enterprise Service Management foundation designed for maintainability and future growth

The Challenge

The available source materials point to a service environment where process clarity, maintainability, and cross-team coordination were important to the next stage of IT Transformation and Enterprise Service Management.

• The legacy environment included Cherwell, creating a need to modernize while preserving useful operational history.
• Stakeholders needed workflows that were easier for users to navigate and easier for administrators to maintain.
• The organization needed a practical delivery path that balanced design, configuration, testing, transition planning, and support.

The Solution

StrataCom approached the engagement as a structured IT Transformation and ITSM Modernization effort, using the source requirements to focus implementation work on the capabilities that mattered most. The work centered on Cherwell Service Management as the new ITSM platform and part of a broader Enterprise Service Management foundation.

• Core service-management configuration established the operating foundation for the new service environment. Source materials reference integration engineering or adjacent-system connectivity.
• Applied ITSM and ITIL expertise to align service design, workflow rules, approvals, and operational practices with the organization's support model.
• Designed advanced workflows and customer applications where requirements extended beyond routine ticket handling, keeping the solution practical and maintainable.
• Kept the architecture ready for advanced integration support as adjacent systems and service processes evolve.

Why It Worked

The work was organized around discovery, configuration, validation, and transition rather than a simple tool swap. That gave stakeholders a way to confirm requirements, test the service model, and refine the experience before and after launch.

The engagement also emphasized maintainability: clear Enterprise Service Management patterns, practical governance, advanced workflow design, and focused integrations were used where they could reduce operational friction without creating unnecessary complexity.

Business Impact

• Established a modern Enterprise Service Management foundation designed for maintainability and future growth.
• Created a foundation for continued ITSM Modernization and Enterprise Service Management improvement as business needs evolve.
• Gave the organization a partner capable of supporting advanced workflows, integrations, and custom service applications as needs evolve.

Talk With StrataCom

StrataCom helps organizations modernize ITSM, improve service workflows, and build practical Enterprise Service Management foundations.