ITSM & ITAM Consulting
Practical, outcome-driven, ready to deploy
Neutral on tools, strict on outcomes: experience improved, risk reduced, cost optimised.
We help you build a service model that measurably improves experience, reduces risk, and optimises cost — whether you are modernising ITIL practices, rebuilding your CMDB, or embedding asset discipline across your estate.
IT Service Management (ITSM) Consulting
Service Catalogue & Request Experience Design
Outline: Define services and request types, standardise fulfilment paths, rationalise SLAs/OLAs, and build a simple, human-centred portal experience.
Benefits: Shorter time-to-value, fewer misrouted tickets, and transparent expectations.
Outcomes: Published catalogue (business language), fulfilment playbooks, SLA/OLA policy, portal copy and UX patterns.
Incident, Major Incident & Problem Management Bootcamp
Outline: Redesign flows for Incident/Major Incident; embed swarming; strengthen Problem diagnostics and trend analysis; formalise PIRs.
Benefits: Faster restoration, fewer repeat incidents, stronger prevention.
Outcomes: Runbooks, comms templates, PIR framework, dashboards for MTTR, first-contact resolution, recurrence rate.
Change Enablement & Release Governance
Outline: Risk-based change model, CAB modernisation, deployment policies, and feature release cadence aligned to product teams.
Benefits: Safer, faster change — without procedural drag.
Outcomes: Change policy, risk model, role definitions, approval matrices, release calendar and readiness checklist.
Knowledge Management (KCS-aligned)
Outline: Stand up a knowledge lifecycle (create–reuse–improve–retire), coach article quality, and wire knowledge into request/incident flows.
Benefits: Higher self-service success, faster resolution, lower training overhead.
Outcomes: KCS playbook, article standards, contribution incentives, search/deflection metrics.
Service Desk Optimisation & Shift-Left
Outline: Rationalise queues, skills, and routing; automate repetitive work; re-balance tiers with enablement for second-line teams.
Benefits: Lower cost-per-ticket, higher FCR, faster resolution.
Outcomes: Queue taxonomy, automation catalogue, staffing model, performance packs (FCR, backlog health).
Practical Automation & AI for ITSM
Outline: Identify high-volume candidates for automation; implement rules, orchestrations, and safe AI assistants; govern prompts and controls.
Benefits: Reduced manual workload and more consistent service quality.
Outcomes: Automation backlog, implemented flows, AI policy and guardrails, benefit tracking.
Enterprise Service Management (ESM) Expansion
Outline: Extend service practices to HR, Facilities, Finance; unify catalogue, request flows, and reporting across departments.
Benefits: One joined-up experience and shared operational rhythm.
Outcomes: Cross-department catalogue, shared SLAs/OLAs, intake/triage design, ESM governance pack.
Metrics that Matter & Executive Reporting
Outline: Define a value-oriented measurement model; instrument dashboards; establish a monthly service review cadence.
Benefits: Decisions based on meaningful signals, not vanity metrics.
Outcomes: KPI/XLA hierarchy, executive dashboard, service review playbook, improvement register.
IT Asset Management (ITAM) Consulting
Asset Discovery & CMDB Rebuild
Outline: Baseline coverage; select discovery methods; rationalise CI classes and relationships; implement data quality rules and reconciliation.
Benefits: A trustworthy CMDB that operations and risk teams can rely on.
Outcomes: Source-of-truth model, discovery runbooks, CI taxonomy, DQ scoring, coverage and accuracy reports.
Hardware Lifecycle Optimisation
Outline: Standardise asset onboarding, movement, and retirement; barcode/RFID policies; secure disposals; stock and loan processes.
Benefits: Lower loss/theft, faster issue/return, stronger audit readiness.
Outcomes: Lifecycle SOPs, custody chain, stock control model, audit artefacts.
Software Asset Management (SAM) & Licence Optimisation
Outline: Build ELPs, right-size entitlements, reclaim unused licences, and strengthen compliance for key vendors.
Benefits: Material cost savings and lower audit exposure.
Outcomes: ELP per vendor, reclaim policies, optimisation recommendations, compliance risk register.
Cloud Asset Governance (FinOps-aligned)
Outline: Map cloud resources to business services; set tagging and guardrails; integrate cost and usage signals into service reviews.
Benefits: Visibility and control across IaaS/PaaS/SaaS.
Outcomes: Tagging standards, guardrail policies, service-cost views, optimisation backlog.
Vendor & Contract Management for ITAM
Outline: Standardise contracts, renewals, and vendor performance measures; align terms with lifecycle needs.
Benefits: Better terms, fewer surprises, and stronger service outcomes.
Outcomes: Contract playbook, renewal calendar, vendor scorecards, risk/obligation matrices.
OT/IoT Asset Visibility & Risk
Outline: Identify non-IT assets (facilities, labs, classrooms); classify criticality; tie into incident/problem/change and vulnerability data.
Benefits: Holistic risk view beyond traditional endpoints.
Outcomes: Asset criticality map, segmentation recommendations, risk-based maintenance plan.
Platform & Integration Offers
GLPI Implementation & Optimisation
Outline: Configure core ITSM/ITAM practices; stand up portals, catalogue, workflows, automation rules; connect identity, monitoring, and inventory sources.
Benefits: Rapid time-to-value with an open, partner-backed model.
Outcomes: Configured environments, catalogue/portal live, integrations, governance pack and service review rhythm.
Integration Packs
Outline: Connect to Jira Service Management, Microsoft Intune/Entra ID, Azure/AWS inventories, Zabbix, and vulnerability feeds; normalise data into service/asset views.
Benefits: Fewer swivel-chair operations; better context in tickets and changes.
Outcomes: Integration playbooks, field mappings, sync policies, reconciliation dashboards.
Let us prioritise the improvements that will move your metrics first.
Book a 20-minute conversation to align on goals, risks, and measurable outcomes.