From ITSM to ESM: How One Agency Achieved "Insane" ROI in 10 Months

Organizations are under pressure to improve service while reducing administrative overhead. The South Carolina Department of Commerce addressed this by implementing a no-code IT Service Management (ITSM) and Enterprise Service Management (ESM) platform.

Within 10 months, the agency expanded service workflows beyond IT to HR, marketing and facilities, delivering what its CIO described as an "insane" return on investment.

With no-code ITSM/ESM, the agency gained:

• Greater visibility into requests across departments
• Better workload management and prioritization
• Data-driven insights to support staffing and resource decisions
• Rapid integration with existing systems

By combining AI, automation and no-code tools, the department transformed service delivery across the organization and demonstrated how service management can drive agency-wide efficiency.