While SMBs are able to access more and more enterprise IT tools, these are still hard to deploy and manage. The reasons include the lack of staff, time, or budget to configure and manage such systems on their own. Thrive has updated its
TransformIT platform with new AI automation workflows designed to help small and midsize organizations reduce manual IT work, improve service resolution, and streamline employee lifecycle processes. The platform brings together IT service management, ready-to-use workflows, AI-assisted support, compliance tracking, and co-managed services from Thrive’s engineering teams and is being positioned as a managed way into ServiceNow-based workflows, with its team helping customers deploy, run, and improve the platform over time.
Aimed at the Midmarket
The platform includes pre-built workflows for common IT tasks such as employee onboarding and offboarding. It also adds AI-powered automation workflows to help reduce repetitive work, route cases, trigger notifications, and improve escalation processes.
Michael Gray, CTO of Thrive, said the difference comes down to how the platform combines technology with service delivery. He told ChannelE2E, “What sets TransformIT apart is how we combine enterprise-grade technology with a fully integrated, high-touch service model that is purpose-built for mid-market and SMB organizations,” Gray said. “Many offerings in the market focus either on tooling or on services, but TransformIT brings both together in a cohesive, co-managed platform powered by ServiceNow.”
That co-managed model is central to how Thrive is positioning the platform. SMBs may want better ITSM, automation, and governance, but they often need a partner to help turn those capabilities into working processes. TransformIT is built around that gap.
Gray said Thrive is also trying to avoid a common problem with AI adoption: adding automation to workflows that are already inefficient.
“Instead of just layering AI on top of existing processes, we are delivering pre-built, AI-powered workflows that are already optimized based on real-world use cases across industries,” he said. “That means customers can move quickly from concept to execution without needing to build everything from scratch.”
The ServiceNow Connection
Powered by the ServiceNow AI Platform, the platform gives Thrive customers access to ServiceNow-based workflows through a managed services model. It includes an IT self-service portal with AI-assisted issue entry, along with workflow automation for service delivery and employee lifecycle management.
With platform partnerships becoming more important as enterprises move from AI planning to AI execution, for Thrive, that execution layer is where TransformIT fits: taking the platform capability and packaging it for organizations that need a more guided approach.
TransformIT also includes built-in governance, security, and compliance tracking for audit readiness. That gives the platform a broader role than ticketing or workflow automation. For lean IT teams, compliance work can become a real drag when processes sit across disconnected tools or rely too heavily on manual follow-up.
The Channel Partners Connection
Thrive is saying that there is room for partners that serve midmarket and SMB customers, as TransformIT can support co-management of ServiceNow environments and ticket activity, change management, resource management, third-party system integration, and integration with other ServiceNow instances.
Gray said automation is one of the main reasons the platform can support broader use cases.
“One powerful aspect of the TransformIT platform is the ability to automate responses,” he said. “TransformIT Workflows define actions to handle case routing, groups, notifications, and escalations. The combination of automation, analytics, and visibility can be a dynamic foundation for managing complex IT or user experience operations.”
That matters for partners because enterprise ITSM has often been hard to bring into smaller accounts. The technology may be valuable, but the delivery model can become too heavy. Long configuration cycles, unclear ownership, and ongoing management needs can make these projects difficult to sell and support.
Gray said TransformIT is designed to reduce that friction.
“One of the biggest barriers to bringing enterprise ITSM into the mid-market has always been complexity,” he said. “TransformIT addresses that by packaging the core elements into a ready-to-deploy solution that removes much of the heavy lifting.”
He pointed to standardized workflows, AI-assisted service capabilities, and a streamlined deployment process as key parts of the packaging.
“Partners do not need to assemble multiple components or manage a lengthy configuration cycle,” Gray said. “They can bring a proven, repeatable solution to their customers.”
Value for Partners and Customers
Midmarket buyers are looking for more than basic IT support. They want service providers that can help standardize workflows, improve visibility, reduce manual effort, and bring AI into day-to-day operations in a controlled way. The harder work is not introducing AI into the stack. It is making sure the workflows are clean enough, governed enough, and useful enough to improve the business. TransformIT is Thrive’s attempt to package that work into a ServiceNow-powered, co-managed platform for smaller organizations.
Gray said the lifecycle approach is part of the value for partners and customers.
“With built-in governance, compliance tracking, and ongoing optimization, partners can confidently deliver a solution that scales with their clients without increasing operational burden,” he said. “Ultimately, TransformIT enables partners to offer enterprise-grade outcomes with a level of simplicity and predictability that aligns with the needs of smaller organizations.”
