Service Management (ITSM)

ITSM makes your business more efficient and resilient by adopting the right information management practices. Any company, big or small, needs a properly designed and implemented technology service governance model.  We design, implement, improve and correct service management for your organization with a practical focus.

Information technology for many companies is a cost of doing business and any cost can be optimized. In order to manage the cost most effectively then service needs to be measured. Well defined benchmarks and assessment criteria measure the maturity of an organization's approach to service management and permit the design of transparent risk and cost technology service models aligned with corporate governance with includes a focus on compliance and efficiency.

Analysis of available historical technology service data (incidents, faults, problems) and utilising risk simulation of implementing a variety of appropriate solutions will result in choosing the best practices, selecting the most agile or prescriptive model of IT service management, or even a hybrid solution.

We design the appropriate ITSM model using well established methodologies choosing tools from Six Sigma or Carnegie-Mellon’s CMMI frameworks to numerically evaluate process maturity and structure IT-related activities be it infrastructure services or software engineering and use Risk management practice as a practical and simple method to strengthen your business.


Simple iterative approach:

After listing all processes, systems that could (and will) go wrong, we iteratively recalculate your exposure

  1. List all identified risk and assign probability of occurrence, based on historical data or expert opinion
  2. Calculate liability - cost of failure assuming worst-case scenario of each risk event
  3. Calculate exposure -for each risk which equals probability multiplied by liability
  4. Plan and cost damage control solution (a contingency plan to reduce the impact)
  5. Plan and cost mitigation solution. (a solution to prevent or reduce the impact)


A few methodologies are available, ranging from CoPr or "copper calls” for limiting best practice to areas where there is a business case for it and in other areas just doing the minimum necessary to IT Infrastructure Library Implementation that is required. Choice of the right approach enables your organisation to manage the quality of the IT services that meet the needs of the business and assure a focus on customer relationship.

We recommend the ITIL Approach for small and big businesses

A business-centric approach toward IT can yield substantial cost savings and significantly improve the alignment of IT spending with business need. ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management whether for a small or big organisation.  In the era of outsourcing, internet –based businesses, cloud computing and software as a service (SaaS)  ITIL provides a consistent and industry standard approach to understand what is driving costs and how is to improve cost transparency through the effective use of information.

One Size Doesn’t Fit All

It is a matter of choice where to start and where to stop with ITIL. Implementing the skeleton of ITIL services in a scalable way and starting from designing technology for service ownership and full accountability is the first step.

ITIL Essential Elements

Definition of IT Service life-cycle (ITSL) in a context of business environment helps to maximize value from technology investments, provide consistent service level and exercise appropriate financial controls

  1. Definition- documenting goals, policies and procedures, including functional and non-functional requirements
  2. Publication- the definition is published in a service catalogue
  3. Request Model - A model of interaction with end users or business units through the end-user request model or the subscription model
  4. Provisioning – to enable automated delivery of services selected from a catalogue
  5. Measurement - to meter service consumption for billing, monitor automated service levels and deliver detailed service usage reports
  6. Cost Recovery Process - to utilize standardized accounting methodologies such as high-level allocation or low-level allocation to distribute direct and indirect service costs
  7. Assessment - As business requirements dynamically change any number of ITSL elements may have to be modified to realign IT goals accordingly
  8. Ongoing Process Improvement - In the ITSL each service is an opportunity for continuous process improvement not a static deliverable

The incremental approach to ITIL is very common, and generally gives the best results with smaller organizations.  After all, ITIL is just a very sensible framework of best practices built upon years of experience and common sense