What's included
ITSM Implementation
Architecture, build, and operations of ServiceNow/ConnectWise ITSM — covering incident, problem, change, request, and knowledge management. Configured for your environment, with workflows built around your needs rather than generic templates. Integrated automation and reporting streamline service delivery, improve visibility, and create a consistent experience for users and teams.
Intelligent Automation Design
Identify the highest-volume, highest-leverage workflows and automate them. Password resets, MFA enrollment, license requests, new-user provisioning, common application requests. Most environments have 30–50% of their ticket volume sitting in workflows that don’t need human intervention — we find them and automate them.
Digital Workplace Modernization
Microsoft 365 + ITSM + endpoint management woven into a coherent end-user experience. Single sign-on, self-service portals, automated provisioning, intelligent routing. The goal isn’t just adding tools — it’s reducing the cognitive load on your users so they can do their jobs. Everything works together to simplify daily workflows and improve productivity.
AI Model Operations
For clients using GenAI in production workflows (customer support, internal knowledge retrieval, document processing), we operate the model infrastructure: prompt management, output monitoring, prompt-injection defense, cost controls, and model upgrade cycles. AI in production isn’t “set up and walk away” — it’s an ongoing operations discipline.
Integration & API Work
Custom integrations between your ITSM and your other platforms — HRIS, CRM, ERP, security tools, monitoring systems. API design, webhook orchestration, data normalization. The plumbing that makes ITSM actually feel like IT service management instead of a glorified ticket queue.
Continuous Tuning & Optimization
Ongoing managed service — monthly automation reviews, quarterly platform updates, continuous tuning as your environment evolves. AI model refresh on your schedule, not the vendor’s. We keep your environment optimized, secure, and aligned with changing business needs over time.
Three tiers. Your call.
Every Turner engagement covers the same operation — service desk, NOC, ITSM, and security. The tiers decide how much of it we manage, and how deep we go. Pick the scope that fits where your team needs the most lift, agreed up front and written into the SLA. And every tier is delivered hybrid by default, with one standing option: if required, we have the capability to convert any tier to 100% onshore.
Essential
- 24/7 service desk
- NOC monitoring and alerting
- ITSM in ServiceNow or ConnectWise
- TechTron Level 0 automation
- Endpoint protection
- Identity hardening (managed EDR plus MFA and conditional access)
Recommended for teams that need reliable coverage and a clean ticket trail without handing over the whole stack.
professional
- Everything in Essential
- Intelligent automation
- Patch and endpoint lifecycle management
- Network and firewall management
- Expanded reporting
- Monthly operational reviews
The most common engagement: for organizations that want their environment actively managed, not just monitored.
enterprise
- Everything in Professional
- 24/7 managed SOC and MDR
- Security awareness training
- vCISO advisory
- Compliance support
- Advanced analytics
- Dedicated resources
Built for regulated and security-focused organizations requiring enterprise-grade protection and governance.
Meet TechTron.
Your Level 0 agent. Always on. Always resolving.
TechTron is Turner’s flagship AI service offering — a Level 0 agent that creates tickets, resolves common issues, and provides real-time status, embedded into the systems your users already work in. Included with every Turner Managed IT engagement, configured to your environment, operated by us.
IVR voice agent
Answers inbound service desk calls. Handles Level 0 tickets directly. Escalates anything outside its scope to a human engineer in real time. Integrates with ServiceNow and ConnectWise Manage Provides faster first-line support around the clock..
Creates tickets
Captures the issue, classifies it, and opens a ticket in ServiceNow or ConnectWise Manage — with context, priority, and routing applied. Tickets land in the right queue with the right metadata, ready for engineer pickup.
Resolves Level 0
Common application and computer issues, FAQ lookups — handled end-to-end without human involvement. Escalates anything it shouldn’t touch. Typically resolves 35–55% of Level 0 ticket volume in the first six months of deployment, depending on environment. fully automated.
Provides status & updates
Users can ask TechTron for real-time status on any of their open tickets. Updates pulled directly from ServiceNow or CWM — no “please call back” loop, no email-checking workflow. Instant visibility, fewer interruptions, and faster access to current ticket updates with less back-and-forth.
Deployment posture — client-configurable
TechTron answers first by default, handles what it can, and escalates anything it shouldn’t touch to a human engineer. For clients who prefer a human-first experience, TechTron can be configured as overflow-only — picking up only when the human queue is saturated. It’s a priority setting in the IVR system, configured during onboarding and adjustable any time. The configurability is itself a feature: cautious adopters can deploy TechTron as overflow-only initially, then promote it to answer-first as user trust builds.
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How we work
Assess
Two-week discovery sprint. We audit your ticket history, ITSM platform configuration, user workflows, and existing automation. Map the volume curves — what’s repeatable, what’s high-touch, what’s burning your team out. Identify the 5–10 workflows that would deliver the biggest impact if automated first.
Design
Workspace blueprint, workflow design, integration map, and a prioritized automation roadmap. We document what gets built first, second, third — and what doesn’t get built (because not everything should be automated). This is where TechTron scope gets defined: which surfaces, which integrations, which deployment posture.
Deploy
Phased rollout starting with the highest-impact workflows. Iterative tuning. Change management for your users — because the automation only works if people use it. TechTron deployment runs in parallel where applicable, typically going live to a pilot user group before broader rollout.
Operate
Ongoing managed service. Monthly automation reviews. Continuous tuning. AI model refresh on your schedule. Quarterly business reviews covering automation ROI, ticket-deflection metrics, and the forward roadmap. We continuously refine the platform to improve performance, adoption, and measurable business value.
Outcomes / what changes for you
Less ticket toil. More IT actually doing IT.
The point isn’t replacing your IT team with bots. The point is freeing your team from the 50–60% of their day they spend rekeying tickets and chasing routine requests, so they can do work that actually moves the business forward. Automation that pays back its build cost within the first six months.
- 30–50% reduction in Level 0 / Tier 1 ticket volume within six months
- TechTron resolves 35–55% of in-scope tickets autonomously
- ITSM platform adoption improves — users actually use the portal instead of emailing the desk directly
- Internal IT retention improves — fewer people burning out on repetitive Tier 1 work
- Audit/compliance reporting becomes routine — automation produces the documentation as a byproduct of the work itself
ServiceNow, configured the way enterprise IT actually works.
Turner is an authorized ServiceNow service partner. We don’t just resell licenses — we architect, configure, and operate ServiceNow environments end-to-end, with deep IT operations experience that comes from 39 years of running enterprise help desks. The result is a ServiceNow implementation that doesn’t gather dust as a glorified ticket queue, but actually runs your IT operations the way they should run.
Turner + ServiceNow capabilities
- ITSM / ITOM / ITAM module implementation
- Workflow design & automation
- Custom integrations & API work
- Virtual Agent (AI) configuration
- Performance analytics & reporting
- Ongoing managed operations
- End-user training & adoption
Who this fits
Organizations with a ServiceNow license that isn’t earning its keep.
You bought the platform; you haven’t fully operationalized it. We finish the job. We turn your investment into a fully functioning, measurable solution built for long-term success and growth.
IT teams drowning in Level 0 tickets, overwhelmed by repetitive requests and routine support tasks.
Password resets, common app issues, status questions. If a meaningful portion of your ticket volume could be handled by a well-trained intern, it can probably be handled by TechTron — and the math works out.
Mid-market to enterprise environments.
500+ users typically; below that, the ROI on heavy automation gets thinner. Above 5,000 users, the case practically writes itself.
Companies experimenting with GenAI in production.
You’ve stood up some pilots; now you need someone to operate them. Prompt management, output monitoring, cost controls, model upgrade cycles.
Frequently Asked Questions
No. TechTron is a service offering included with Turner Managed IT engagements — not a product you license separately. We deploy it, configure it for your environment, integrate it with your ServiceNow and ConnectWise systems, and operate it as part of your engagement. Available with our Essential, Professional, and Enterprise managed services tiers.
That’s a real concern and we treat it as one. TechTron’s deployment posture is configurable per client — answer-first by default, or overflow-only if you’d rather your users always reach a human first. It’s a priority setting in the IVR, agreed during onboarding and adjustable any time. The goal is to give your users the right experience, not to force AI on a workforce that isn’t ready.
No. ServiceNow is the platform we usually deploy on, but the work is the implementation, integration, automation design, and ongoing operations. Many ServiceNow deployments stall because the IT operations expertise required to make them work doesn’t exist in-house. That’s what Turner brings — 39 years of running help desks plus a senior engineering team that knows the platform deeply.
Ticket-deflection rate (what percentage of tickets get resolved without engineer involvement). Mean time to resolution (faster across all tiers). User satisfaction (CSAT scores). Engineer time freed (hours per month returned to higher-tier work). We report on these in the monthly review and the quarterly business review — and we’ll commit to specific targets in the SOW.
3–6 months for the initial build (assess + design + deploy phases), then ongoing managed service for as long as the engagement continues. Most clients run the operations phase for years — automation isn’t a one-time project, it’s an ongoing discipline that needs continuous tuning.
Yes. TechTron’s underlying models are infrastructure decisions we make based on what fits the use case. For client environments running their own GenAI tools (custom RAG implementations, agent frameworks, model gateways), we operate alongside them — Turner provides the IT operations discipline; your AI/ML team owns the model strategy. We don’t compete with your AI team; we make their work operationally durable.
Want to see TechTron in action?
Book a 20-minute TechTron demo. We’ll show you the IVR voice agent, the Teams voice and chat agents, and walk through the integrations live. No commitment, no slide-deck theater — just the working product.