Customer Service Automation · IT Operations Automation
Auxilion needed a service-management operating model that could integrate customer environments, rationalize data trapped in legacy systems, and scale managed support for SMB customers without adding more complexity, risk, or manual work for agents.
Reported impact
Auxilion turned the TPSM rollout into €8 million of new business, maintained 100% platform reliability, and created a lower-risk service model that helps customers onboard faster and scale support more efficiently.
Auxilion rebuilt its managed-services operating model around Technology Provider Service Management (TPSM) so it could serve SMB customers in Ireland and the UK with less complexity and more automation. TPSM and its single data model sit at the center of the environment, integrating customer ecosystems and orchestrating data that had previously been held in disparate legacy systems into one service-management backbone. On top of that shared model, Auxilion uses TPSM to run structured customer onboarding, switch agents securely between customer organizations and teams, and generate proactive cases with real-time insights so communication stays consistent as issues emerge. The same platform also simplifies technology-infrastructure management by giving teams a unified view of tools and systems, while AI and machine learning support fast, secure data acquisition and rationalization during onboarding.
Customer and legacy-system data is acquired during onboarding, rationalized with AI and machine learning, and unified inside TPSM's single data model. TPSM then orchestrates service workflows, proactive case generation, and secure agent switching across customer teams, with real-time insights flowing back to agents and customers for faster communication and support.
Agents proactively serve customers with real-time insights, while the automatic generation of proactive cases ensures better communication and a seamless experience.
Auxilion’s new service management ecosystem, with TPSM and its single data model at its core, allows it to integrate with customer ecosystems, to orchestrate previously disparate data held in legacy systems, and to improve transparency, quality, and speed of service.
In fact, Auxilion’s investment has paid dividends in the form of new business wins worth €8 million.
TPSM also provides structured, repeatable, and transparent customer onboarding into Auxilion’s ecosystem, through the fast, efficient, and secure acquisition and rationalization of data, utilizing AI and machine learning.
We’re investing in ServiceNow TPSM because of the huge advance in service management capability that it offers.
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
Related
ServiceNow Sample Modified · Oct 7, 2026 Thrive Thrive needed a scalable managed-services operating model for SMB customers, but repetitive ticket triage, fragmented customer collaboration, and slow access to context were consuming engineer time and delaying issue… 21,000 hours of manual work saved AI Agents · AI Control Tower · Action Fabric ServiceNow Sample Modified · Jul 30, 2026 Amadeus Amadeus needed a cloud-ready service backbone that could expose its sprawling technology estate, unify customer support across multiple tools, and speed data access for a travel platform whose outages and delays… 30M items held in Amadeus' configuration database Configuration Management Database · Customer Service Management · IT Operations Management ServiceNow Sample Modified · Jul 30, 2026 Arqiva Arqiva needed to replace fragmented customer service and field operations workflows with a single platform that could coordinate customer journeys, schedule the right engineer faster, and give customers and staff one… 130% productivity improvement in Field Service Management CMDB · Customer Service Management · Field Service Management 