IT Service Management Platform
Built an AI-guided ITSM tool at ITA-x that made consulting steps easier and turned about 40% of demos into pilots.
Introduction
In many companies consulting still feels old fashioned. There are too many meetings, too many back and forths, and a lot of paperwork that slows everything down. While other industries are moving forward with automation and AI, consulting has been left behind. Even big names like Gartner are losing ground because they cannot keep up with this shift.
At ITA-x we wanted to change that. We created ITA, the Intelligent Transformation Advisor, as an all-in-one platform that brings IT service management into the modern age. Instead of endless manual work, ITA gives organizations AI powered insights and flexible workflows that make things faster and easier to manage.
With ITA companies can finally see where time and money are being lost and they can turn their service management into something that drives real transformation instead of just maintaining the status quo.
My Role
Here is the truth. When I joined this team I expected a structured setup like the ones I had worked with before. Instead I walked into a group that was more fluid and not very interested in formal frameworks. It made sense since they were consultants and used to moving fast rather than following rigid processes.
There was no product manager or product owner to guide the work. The project was led by an executive manager and three senior stakeholders from the top level of the company. I worked closely with a business analyst, an AI researcher, and a graphic designer. Together we shaped the product vision and turned it into something real.
In the end we managed to demo the platform for large firms like Deloitte and KPMG. Even though the project was paused after the first version was developed due to higher level decisions, it was a strong experience in adapting to a different team culture and still delivering results.
Client
ITA (ita-x.com)
Timeline
2023 - 2024
Business Model
B2B2C, SaaS
Tools
Figma, Trello, Camtasia, pen + paper
Goal
The goal of ITA was clear from the start. Consulting takes too much time and money, and most of it gets lost in complex IT service management. We wanted to change that. The platform was built to make the process simpler, faster, and more affordable so companies could focus on real growth instead of paperwork.
I explored different visual directions before landing on the final style. I looked at references from design communities and product libraries to see how others approached similar problems. From there I sketched, tested variations, and discussed ideas with the team. After several rounds of iteration we found a style that felt both modern and practical for the consulting context.
Assessment Planning
One of the key roles in the process belongs to the lead assessor. At this stage they plan how long each step of the assessment should take. The platform gives suggested timelines based on company size and the person assigned to the task. But the lead assessor is free to adjust these numbers and enter what they believe is the right duration.
This makes the plan more realistic and keeps everyone on the same page. Each assessor knows what is expected of them and when their part should be done. The lead assessor can also set the official start date with a simple calendar pick, which makes the whole assessment feel more structured and predictable.
Step-by-Step Assessment Progress Tracker
In the Assessment, the assessor sees a helpful guide at the start of each step. There are six cards, each showing a different step in the process. These cards let the assessor know which steps are done, which step they are on now, and how many steps are left. Each card also shows how many questions have been answered and how many are left for that step. This makes it easy for assessors to see their progress and know what to do next.
Prioritized Issue Tracking with Color-Coded Gauges
In the Current Issues step, the assessor can view all the items using an accordion format. The assessor opens each accordion section and responds to the items. For each item, the assessor specifies the priority using a color-coded gauge. This replaces the input method because priorities range from 1 to 5, and we want to show these results with colors in the report, as requested by the product team.
Organized Navigation with Tabs and Accordions
In the final step, there are many subsets. To manage this, we decided to display the main subsets as tabs and the secondary subsets as individual cards within an accordion format.
Assessment Planning
Detail Evaluation
Aida, The ITA-X Assistant
This is Aida, the assistant we designed for ITA-x. At the start she was meant to be very simple. She would answer ITSM questions in text and guide users step by step.
But once we shared the idea with consultants things changed. They didn’t want a small feature. They asked for more, like voice support and richer interactions.
Because of that the scope grew bigger than we planned. Aida never made it into the MVP, but the experience showed us how important she could be and how much value an assistant like this could add in the future.
Planning the Next Stage
This feature was planned for phase two, after the MVP. But the stakeholders and the executive manager asked to include it earlier so the demo would feel complete. Our team did not fully agree at first. I even said this is not an MVP anymore, it is already going beyond the MMP. In the end we had to accept the decision.
In this phase the platform uses the results from the first assessment and shows the organization a clear picture of their current state. It highlights strengths, weaknesses, and areas that need improvement. Then the user is asked to make choices about the future design. How much do they want to invest, how much risk they are willing to take, and how long they expect the transformation to last.
This makes the second phase more than just reporting. It becomes a guided planning process where the organization starts shaping its own ITSM future.
One of the reports - Artifact Evaluation Result
