This case study is based on an interview with Keenan Phelan, former COO of Datavail. Based on his positive experience with ServiceNow at Datavail, Phelan has gone on to co-found his own MSP and consulting company, Team2, with the mission of optimizing IT operations using the ServiceNow platform. Datavail is now one of Team2’s satisfied customers. Datavail focuses on business intelligence, application management, and database administration. The company provides 24x7 operational support services to more than 300 enterprises, handling over one million tickets per year. Headquartered in Broomfield, Colorado, Datavail has offices throughout North America, as well as offshore operations in Bangalore and Mumbai, India. Legacy Ticketing System Couldn’t Keep Up Since it was founded in 200

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