--- title: ITSM Platform Optimisation | Pathfinder Specialists description: Maximise your ITSM investment with Pathfinder Specialists. Improve ServiceNow and Ivanti Neurons adoption, automation, reporting and governance. Book a call. --- [Skip to content](https://pathfinderspecialists.com/services/platform-optimisation#main-content) [![Pathfinder Specialists Logo - Light](https://pathfinderspecialists.com/hs-fs/hubfs/Copy%20of%20Pathfinder%20Specialists%20Logo%20-%20Dark%20(2).png?width=1295&height=377&name=Copy%20of%20Pathfinder%20Specialists%20Logo%20-%20Dark%20(2).png)Homepage](https://pathfinderspecialists.com/en-gb/home?hsLang=en-gb) - [Home](https://pathfinderspecialists.com/en-gb/home?hsLang=en-gb) - [Services](https://pathfinderspecialists.com/services?hsLang=en-gb) - [Ivanti Neurons](https://pathfinderspecialists.com/ivanti-partner-uk?hsLang=en-gb) - [Ivanti Consultancy](https://pathfinderspecialists.com/en/services/ivanti-neurons-consultancy?hsLang=en-gb) - [Ivanti Migration Services](https://pathfinderspecialists.com/services/ivanti-migration-services?hsLang=en-gb) - [ITSM Consulting](https://pathfinderspecialists.com/services/itsm-consulting?hsLang=en-gb) - [MSP Consulting](https://pathfinderspecialists.com/services/msp-consulting?hsLang=en-gb) - [Platform Optimisation](https://pathfinderspecialists.com/services/platform-optimisation) - [Resource Augmentation](https://pathfinderspecialists.com/services/resource-augmentation?hsLang=en-gb) - [Success Stories](https://pathfinderspecialists.com/success-stories?hsLang=en-gb) - [Insights](https://pathfinderspecialists.com/pathfinder-specialists-blog?hsLang=en-gb) - Company - [About Pathfinder](https://pathfinderspecialists.com/en-gb/about-us?hsLang=en-gb) - [Contact Us](https://pathfinderspecialists.com/en-gb/contact-us?hsLang=en-gb) [Contact Us](https://pathfinderspecialists.com/en-gb/contact-us?hsLang=en-gb) - [Home](https://pathfinderspecialists.com/en-gb/home?hsLang=en-gb) - [Services](https://pathfinderspecialists.com/services?hsLang=en-gb) - [Ivanti Neurons](https://pathfinderspecialists.com/ivanti-partner-uk?hsLang=en-gb) - [Ivanti Consultancy](https://pathfinderspecialists.com/en/services/ivanti-neurons-consultancy?hsLang=en-gb) - [Ivanti Migration Services](https://pathfinderspecialists.com/services/ivanti-migration-services?hsLang=en-gb) - [ITSM Consulting](https://pathfinderspecialists.com/services/itsm-consulting?hsLang=en-gb) - [MSP Consulting](https://pathfinderspecialists.com/services/msp-consulting?hsLang=en-gb) - [Platform Optimisation](https://pathfinderspecialists.com/services/platform-optimisation) - [Resource Augmentation](https://pathfinderspecialists.com/services/resource-augmentation?hsLang=en-gb) - [Success Stories](https://pathfinderspecialists.com/success-stories?hsLang=en-gb) - [Insights](https://pathfinderspecialists.com/pathfinder-specialists-blog?hsLang=en-gb) - Company - [About Pathfinder](https://pathfinderspecialists.com/en-gb/about-us?hsLang=en-gb) - [Contact Us](https://pathfinderspecialists.com/en-gb/contact-us?hsLang=en-gb) [Contact Us](https://pathfinderspecialists.com/en-gb/contact-us?hsLang=en-gb) Pathfinder Specialists / Platform Optimisation # Optimise Your Platform. Maximise Your Investment. Specialist platform optimisation services helping organisations improve adoption, automation, reporting and service management outcomes. Whether you're using Ivanti Neurons, ServiceNow or an existing ITSM platform, Pathfinder helps identify improvement opportunities, reduce complexity and unlock greater business value. [Book a Discovery Call](https://pathfinderspecialists.com/en-gb/contactus?hsLang=en-gb)[Explore The Pathfinder Journey](https://pathfinderspecialists.com/services/platform-optimisation#pathfinder-journey) Your route to realised value 1. **01 / Assess**Understand your starting point 2. **02 / Improve**Address the operational barriers 3. **03 / Optimise**Build adoption, automation and control 4. **04 / Maximise**Destination: greater platform value Identify your starting point ## Not Getting The Value You Expected? Many organisations invest heavily in service management platforms but struggle to realise the benefits they anticipated. ### Low User Adoption Users bypass the platform when service journeys do not meet their needs. ### Inefficient Workflows Unnecessary steps and hand-offs slow service delivery. ### Limited Automation Available capabilities are not translating into useful operational automation. ### Poor Reporting Visibility Decision-makers lack a clear view of performance and priorities. ### Manual Processes Repeated administration consumes time that could support customers. ### Technical Debt Historic changes make maintenance and future improvements harder. ### Complex Configurations Configuration complexity creates friction for users and administrators. ### Service Catalogue Issues Unclear service choices affect request quality and routing accuracy. Platform success depends on more than technology. It requires alignment between people, processes, governance and platform capability. ## Practical Platform Expertise Across The Entire Journey Our ITSM Optimisation approach connects platform capability to everyday service delivery, helping your IT teams and MSP operations make practical improvements. 01 ### Platform Assessments - Platform Health Checks - Configuration Reviews - Capability Assessments - Improvement Opportunities 02 ### User Adoption & Experience - Self-Service Reviews - User Journey Improvements - Knowledge Management - Service Catalogue Design 03 ### Automation & Optimisation - Workflow Improvements - Routing Optimisation - Process Automation - Operational Efficiency 04 ### Governance & Reporting - Reporting Reviews - KPI Alignment - Dashboard Improvements - Platform Governance ServiceNow Optimisation and Ivanti Neurons Optimisation engagements are shaped around your existing environment, operational objectives and priorities for Service Management Improvement. ## What's Included Structured optimisation engagements designed to identify opportunities and deliver practical outcomes. ### Platform Health Assessment Understand where your platform supports service delivery and where complexity limits value. ### User Experience Review Identify the changes that make requesting support clearer and encourage adoption. ### Automation Assessment Prioritise Automation Improvement opportunities that reduce repetitive handling and unnecessary hand-offs. ### Reporting & Visibility Review Give service leaders a clearer view of performance, demand and improvement priorities. ### Governance Review Strengthen Service Management Governance through clear ownership and sustainable change controls. ### Optimisation Roadmap Turn findings into a prioritised route with agreed outcomes, dependencies and practical next steps. ## Where Is Your Platform Today? Understanding platform maturity helps identify the greatest opportunities for improvement. 01 ### Basic Platform is operational but underutilised. 02 ### Stable Core processes are functioning consistently. 03 ### Managed Ownership and governance are clearly defined. 04 ### Measured Performance and adoption are actively monitored. 05 ### Optimised Continual improvement drives ongoing business value. Pathfinder helps organisations identify their current position and define the most effective route forward. PATHFINDER / ROUTE 01-05 / OPTIMISATION FRAMEWORK ## A Structured Approach To Platform Optimisation Every successful optimisation initiative begins with understanding where you are today, identifying improvement opportunities and creating a clear route forward. 01 ### Discover Understand platform challenges, adoption barriers and operational objectives. 02 ### Plot The Route Define priorities, opportunities and desired outcomes. 03 ### Deliver Implement improvements through structured optimisation initiatives. 04 ### Stabilise Support adoption, governance and operational readiness. 05 ### Optimise Drive continual improvement and maximise long-term value. ### Your Route To Greater Platform Value Unlock more value from your existing investment through optimisation, governance improvements and operational efficiency. Platform OptimisationService ManagementAutomationReportingGovernance ### Ready To Plot The Route Forward? Identify your starting point, define your destination and discover the next practical step with Pathfinder Specialists. [Book a Discovery Call](https://pathfinderspecialists.com/en-gb/contactus?hsLang=en-gb)[Explore Our Services](https://pathfinderspecialists.com/professional-services?hsLang=en-gb) ## Why Organisations Choose Pathfinder ### ServiceNow & Ivanti Expertise Strong practical experience across both platforms. ### Service Management Specialists Technology aligned with service management best practice. ### Operational Focus Optimisation initiatives designed around measurable business outcomes. ### Independent Advice Recommendations driven by value rather than software sales targets. Specialist knowledge / connected capabilities ## Trusted Expertise Across ✓ Platform Optimisation✓ ServiceNow✓ Ivanti Neurons✓ Service Management✓ Automation✓ Governance✓ Reporting & Analytics✓ Continual Improvement ## Where The Pathfinder Journey Leads ### Increase User Adoption Make platform interactions relevant to the people who use them. ### Improve Reporting Visibility Connect reliable service data to the decisions you need to make. ### Reduce Manual Effort Automate repeatable tasks and remove avoidable hand-offs. ### Strengthen Governance Clarify ownership, controls and the priorities for change. ### Improve Service Performance Focus improvements on routing, responsiveness and delivery quality. ### Maximise Platform Value Put existing capabilities to work against your operational objectives. Successful optimisation focuses on people, processes, governance and technology together. PATHFINDER IN ACTION ## Reducing Notification Fatigue Through Smarter Communication Design Improving platform effectiveness by ensuring the right people receive the right information at the right time. 01 Understand The Problem ### Too Many Notifications. Too Little Value. Technical teams were receiving large volumes of system-generated emails, many of which provided little value. Important updates were increasingly lost amongst routine messages, creating notification fatigue and reducing the effectiveness of platform communications. 02 Design The Solution ### Aligning Communications With Operational Needs Pathfinder combined technical analysis with business process reviews to identify: - Who needed notifications - What information was important - When communications should be delivered Unnecessary notifications were removed whilst new targeted alerts were introduced for: - Approaching SLA breaches - High-priority incidents - Customer-specific service issues 03 Deliver The Outcome ### Less Noise. Better Visibility. - Reduced notification volume - Improved stakeholder visibility - Increased attention to critical communications - Better SLA and incident awareness - Stronger notification governance - Reduced operational noise - Improved confidence in platform communications ### Less Noise. Better Visibility. More Effective Communication. By aligning platform notifications with operational responsibilities and business priorities, Pathfinder improved communication effectiveness whilst reducing disruption across technical teams. ### Operational Improvements Delivered Reduced Notification Fatigue Improved Stakeholder Visibility Better SLA Monitoring Increased Operational Awareness Improved Governance More Effective Communications Increased Confidence In Communications Looking to optimise an existing platform? [Book a Discovery Call →](https://pathfinderspecialists.com/en-gb/contactus?hsLang=en-gb) ## Common Platform Optimisation Engagements ### Self-Service Optimisation Improve service selection, request journeys and ticket routing. ### Service Catalogue Reviews Organise services around user needs and clear operational ownership. ### Automation Assessments Identify repeatable work and prioritise useful automation. ### Reporting Improvements Align dashboards and KPIs with service management objectives. ### Knowledge Management Optimisation Make support knowledge easier to find, use and maintain. ### Governance Reviews Support controlled change and Continual Service Improvement. ## Frequently Asked Questions Do you only optimise Ivanti platforms? No. Pathfinder supports optimisation across Ivanti Neurons, ServiceNow and existing ITSM environments. We start with your service management objectives, assess the capabilities available in your platform and agree an engagement scope that reflects your operational needs and the improvements you want to achieve. Can Pathfinder optimise ServiceNow environments? Yes. ServiceNow Optimisation engagements can cover adoption, self-service, workflows, automation, reporting and governance. Pathfinder reviews how your environment supports day-to-day service delivery, then prioritises practical improvements with your team. The scope is agreed around your configuration, current challenges and desired operational outcomes. How do you identify optimisation opportunities? We combine a Platform Health Check with configuration reviews, stakeholder discussions and assessment of user journeys, automation, reporting and governance. Findings are prioritised against your objectives, effort and dependencies. You receive a practical optimisation roadmap that explains the recommended changes and the outcomes they should support. Can optimisation improve user adoption? Yes. Reviewing self-service journeys, service catalogue choices and knowledge content helps identify where users encounter friction. Pathfinder can improve those experiences and support communication, training and operational ownership. Adoption is treated as an ongoing service management outcome, with measures agreed to assess progress after changes are introduced. Can optimisation reduce operational costs? Optimisation can reduce repetitive administration, unnecessary triage and avoidable hand-offs, giving your teams more time for service delivery. The financial impact depends on your starting point and the changes implemented. We agree useful measures with you rather than promising a fixed saving or guaranteed return on investment. Do you support implementation of recommendations? Yes. Pathfinder can support delivery of the agreed optimisation roadmap as well as the initial assessment. Implementation is structured around priorities, testing, adoption and operational readiness. We also help establish ownership and governance so your team can maintain improvements and continue developing platform value after the engagement. ## Platform Insights Practical guidance, optimisation best practices and service management expertise from the Pathfinder team. ### Why Employees Don't Use Self-Service Portals Explore adoption barriers and clearer support journeys. ### Service Catalogue Best Practices Connect service choices to user needs and operational ownership. ### Knowledge Management In ITSM Support useful, accessible and maintainable service knowledge. ### Common ITSM Challenges And How To Solve Them Consider practical routes to service management improvement. [Explore All Insights](https://pathfinderspecialists.com/blog?hsLang=en-gb) Platform Health Check / Find your starting point ## Not Sure Where To Start? Book a Platform Health Check and receive practical recommendations tailored to your platform, processes and objectives. [Book a Discovery Call](https://pathfinderspecialists.com/en-gb/contactus?hsLang=en-gb) Your next destination / greater platform value ## Ready To Unlock More Value From Your Platform? Whether you're struggling with adoption, automation, governance or operational visibility, Pathfinder can help identify improvement opportunities and create a practical route forward. [Book a Discovery Call](https://pathfinderspecialists.com/en-gb/contactus?hsLang=en-gb)[Contact Pathfinder](https://pathfinderspecialists.com/en-gb/contactus?hsLang=en-gb) [![Pathfinder Specialists](https://pathfinderspecialists.com/hubfs/Pathfinder%20Specialists%20Logo%20-%20Dark.png)](https://pathfinderspecialists.com/en-gb/home?hsLang=en-gb) Ivanti Neurons and ITSM consultancy from our base in Newcastle upon Tyne. Services - [All services](https://pathfinderspecialists.com/services?hsLang=en-gb) - [Ivanti Neurons consultancy](https://pathfinderspecialists.com/en/services/ivanti-neurons-consultancy?hsLang=en-gb) - [Ivanti migration services](https://pathfinderspecialists.com/services/ivanti-migration-services?hsLang=en-gb) - [ITSM consulting](https://pathfinderspecialists.com/services/itsm-consulting?hsLang=en-gb) - [Platform optimisation](https://pathfinderspecialists.com/services/platform-optimisation) - [Resource augmentation](https://pathfinderspecialists.com/services/resource-augmentation?hsLang=en-gb) - [MSP consulting](https://pathfinderspecialists.com/services/msp-consulting?hsLang=en-gb) Company - [Home](https://pathfinderspecialists.com/en-gb/home?hsLang=en-gb) - [About us](https://pathfinderspecialists.com/en-gb/about-us?hsLang=en-gb) - [Success stories](https://pathfinderspecialists.com/success-stories?hsLang=en-gb) - [Blog](https://pathfinderspecialists.com/pathfinder-specialists-blog?hsLang=en-gb) - [Ivanti partner](https://pathfinderspecialists.com/ivanti-partner-uk?hsLang=en-gb) - [Contact us](https://pathfinderspecialists.com/en-gb/contact-us?hsLang=en-gb) Get in touch Call [0191 535 4287](tel:+441915354287) Email [sales@pathfinderspecialists.com](mailto:sales@pathfinderspecialists.com) Visit Rotterdam House 116 Quayside Newcastle Upon Tyne NE1 3DY [Talk to our team](https://pathfinderspecialists.com/en-gb/contact-us?hsLang=en-gb) ![Ivanti Authorized Partner badge](https://pathfinderspecialists.com/hs-fs/hubfs/Ivanti_authorized_partner_badge_500x500.png?width=80&height=80&name=Ivanti_authorized_partner_badge_500x500.png) Ivanti Authorized Partner [What this means for you](https://pathfinderspecialists.com/ivanti-partner-uk?hsLang=en-gb) Registered company number 17247979 Registered in England and Wales. [View on Companies House (opens in a new tab)](https://find-and-update.company-information.service.gov.uk/company/17247979) © 2026 Pathfinder Specialists. All rights reserved. Cookie settings