2025 Schedule
Session 506: From Family Business to Global Enterprise: Scaling IT Service Management at DeSimone Consulting Engineers
Demetrios Xarhoulakos (Director of IT, DeSimone Consulting Engineers)
Date: Thursday, November 20
Time: 11:30 am - 12:30 pm
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
How does a family-run business evolve its IT support to match the complexity of a global engineering firm? This session shares the transformation story of DeSimone Consulting Engineers and how they implemented Halo ITSM to support rapid growth, unify global teams, and deliver consistent, scalable IT services.
Attendees will gain a behind-the-scenes look at how a small, in-house IT function transitioned into a mature, service-oriented team, aligned with ITSM best practices. We'll cover how DeSimone identified the need for change, selected and rolled out Halo, and built foundational processes like incident management, service requests, and knowledge management.
This session is perfect for organizations experiencing growth, grappling with process sprawl, or exploring modern service management platforms. Whether you're just beginning your ITSM journey or looking to level up, you'll leave with practical strategies, lessons learned, and actionable insights you can apply in your own organization.
Takeaway
How to identify the right time to implement an ITSM platform
Lessons learned from selecting and deploying Halo ITSM
Key process improvements that drove global consistency and efficiency
Change management strategies that helped align teams and ensure adoption
Metrics and outcomes that show the business value of ITSM