Our Services

Service: ITSM Maturity Assessment and Audit (ITIL-Aligned)

• Target Audience Benefit: Clarity on current IT operational gaps and compliance risks.

• Methodology Details:  Assessment based on the ITIL Maturity Model (e.g., assessing current maturity level 1-5). Examination of the Four Dimensions of Service Management (Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes).

• Deliverable: A comprehensive audit report with immediate and long-term priority recommendations.

Service: Strategic Roadmap Development

• • Target Audience Benefit: A practical, actionable plan that links IT investments to business goals.

  • Methodology Details: Development of a phased 12-24 month implementation roadmap. Prioritization of initiatives based on Quick Wins (high value/low effort) and strategic necessities.

  • ITIL Focus: Strict adherence to the Guiding Principles (Focus on Value, Start Where You Are, Progress Iteratively).

Service: Incident Management Optimization

• • Detailed Content: Review of escalation matrices, service desk integration, and Major Incident Procedure (MIM) effectiveness.

  • Goal: Reduction in MTTR (Mean Time To Resolution) and improved first-call resolution rates.

Service: Problem Management & Root Cause Analysis (RCA)

• • Detailed Content: Implementation of structured RCA techniques (e.g., 5 Whys, Fishbone Diagram). Focus on preventing incident recurrence.

  • Goal: Transitioning the organization from a reactive to a proactive state by eliminating the root cause of systemic issues.

  • ITIL Focus: Clearly explain the critical link between Incident and Problem Management processes. 

Service: Change Enablement (Modern Change Management) 

• • Detailed Content: Re-engineering the Change process to support Continuous Delivery. Creation of flexible Change Types (Standard, Normal, Emergency) and modernizing the CAB (Change Advisory Board) to be fast and risk-focused.

  • Goal: Accelerate deployment and reduce change-related failure rates (CRFs).

Service: ITIL Certification Training

• • Modules Offered: ITIL Foundation, ITIL Practitioner/Intermediate (Custom modules available).

  • Key Differentiator: All training is delivered by the ITIL Expert founder, ensuring content is highly pragmatic, rich in real-world case studies, and focused on application beyond the exam.

Service: Team Coaching and ITSM Tool Alignment

• • Detailed Content: Mentoring Service Desk, Operations, and Process Owner teams on adopting the new optimized processes.

• • Focus: Ensuring that the ITSM tool (e.g., ServiceNow, Jira Service Management) is configured to enforce the process design, not dictate it.