Thrive has made its enhanced TransformIT platform generally available, aiming to give small and midmarket organizations a managed route into ServiceNow-based IT service management, AI workflow automation and compliance tracking.
The Boston-area technology outsourcing provider announced the update May 5. TransformIT is powered by ServiceNow, the enterprise workflow software vendor, and is designed to combine prebuilt IT workflows, AI-assisted issue entry, a self-service portal and co-managed support from Thrive’s engineering teams.
Overcoming resource constraints for smaller teams
Thrive chief executive Bill McLaughlin tied the release to the operating constraints facing smaller IT teams. “Mid-market and SMB organizations need next generation solutions to make their businesses more efficient and more responsive, but the reality is that they are unable to get their hands on these tools either due to resource constraints or complexity,” McLaughlin said.
“We are positioned to solve, implement, and manage technology that meets clients where they’re at.”
Thrive said the updated platform includes AI-powered automation workflows, prebuilt onboarding and offboarding processes, a self-service portal and built-in security and compliance tracking for audit readiness.
The features aim to address a common constraint for smaller IT teams: limited process capacity. ServiceNow describes IT service management as the management of end-to-end IT service delivery, including the creation, delivery and support of IT services.
Thrive’s TransformIT page describes the platform as a way to coordinate ticket work across teams, move support away from email-based processes, track system assets and inventory and reduce technical debt by connecting IT systems.
Moving from AI experimentation to execution
ServiceNow also linked the platform to execution rather than experimentation. “As enterprises transition from AI ambition to AI execution, reliable platform partnerships are more important than ever,” said Alix Douglas, group vice president, Partner Solutions at ServiceNow. “Powered by the ServiceNow AI Platform, solutions like TransformIT can help organizations modernize workflows, improve efficiency, and drive faster time to value.”
Thrive said its engineers work with customers during onboarding and after deployment, while TransformIT gives customers access to ServiceNow workflows without requiring them to operate the platform alone.
Thrive’s product page says TransformIT is meant to translate team processes into service and case management workflows, not simply run a ticketing system.
Addressing the cybersecurity capacity gap
That positioning lands as smaller organizations report demand for outside security and compliance capacity. WatchGuard, a cybersecurity vendor, said a survey of 842 IT and cybersecurity professionals at organizations with two to 2,499 employees found that 54% lacked the ability to provide continuous 24/7 monitoring and response, while 67% needed more support to meet compliance demands.
The same survey found that 48% already relied on managed service providers to supplement internal teams and 75% expected cybersecurity budgets to rise over the next two years.
Joe Smolarski, CEO of WatchGuard Technologies, described that pressure as an operating-capacity problem. “This is not a skills gap; it’s a capacity gap,” Smolarski said.
“Organizations understand the risks. What they lack is the ability to monitor, detect, and respond at the speed and scale required today. Cybersecurity is moving beyond what internal teams can handle alone, creating a massive opportunity for MSPs to step in as true security partners.”