ITSM Consulting Services: IT Service Management Consulting

What Is ITSM Consulting?

ITSM consulting is outside help with how your IT services are designed, delivered and improved, from the service desk through to the teams behind it. HDI's ITSM consultants look at the people, the processes and the knowledge together, because fixing one without the others is how improvements fail to stick. The work is framework-neutral. If you run ITIL 4, we work inside it. If you do not, we start from how your services are actually delivered today.

What Is IT Service Management Consulting?

IT service management consulting is when seasoned consultants step in to look at how your IT services actually get delivered, find the gaps, and build a plan to make things run smoother for both your team and your customers. HDI ITSM consulting takes a holistic approach to people, process, and knowledge so the improvements actually stick.

Building smarter service management to drive better business requires a partner that can provide in-depth expertise in IT service management practices.That's where HDI comes in. HDI Service Management Consulting will give you a holistic approach to people, process, and knowledge that facilitates the achievement of your outcomes. With more than 35 years of hands-on experience managing complex service management projects, our team of consultants works in lockstep with your organization to help boost your service management.

How Our ITSM Consulting Works

Practice assessments with recommendations focused on your goals and objectives.

Value stream mapping to understand the key touchpoints in your customer journey.

Gap analysis that compares your service management practice maturity to other organizations who provide an outstanding customer experience.

Continual Improvement roadmap to ensure you routinely provide faster and better business outcomes.

Through it all, you’ll get proven tips, techniques, and solutions to maximize your service management toolset (whether self-service or automated workflow), along with informed guidance to help you capitalize on your most critical resource—people. Interested in other consulting services? Click here to speak with your regional Account Manager.

HDI Consultants: The Vanguard of Service Management

HDI consultants are pioneers of service management, creating and advancing our industry’s most important frameworks and methodologies.

Rae Ann Bruno
ITIL-certified instructor emphasizing process re-engineering, employee development, and the business alignment of IT services.

Doug Tedder - Service Management Consulting

Doug Tedder
Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager.

John Custy - Service Management Consulting

John Custy
Service management authority and internationally-known speaker, ITIL Manager, ITIL Expert, and ISO 20000 Consultant certified. Matthews Steve

Steve Matthews
HDI® Certified Auditor, ITIL® 4 Managing Professional, Auditor in Service Management for ISO/IEC 20000, Distinguished Professional in Service Management (DPSM®)

Alef Girma
IT Service Management professional, certified ITIL® v2 Service Manager, ITIL® v3 Expert, ITIL® 4 Managing professional, ITSM Master and holds a MSc in IT Service Management.

ITSM Consulting FAQ

What does an ITSM consultant do?

Reviews how your IT services are delivered end to end, finds where work stalls or repeats, and builds a plan to fix it. At HDI that means practice assessments, value stream mapping, gap analysis and a continual improvement roadmap.

Is ITSM consulting the same as ITIL consulting?

No. ITSM is the discipline of managing IT services. ITIL is one framework for doing it. HDI's ITSM consulting works with any framework. If you specifically want help adopting ITIL 4 practices, see our ITIL consulting services.

How is HDI's ITSM consulting delivered?

Documentation review first, then interviews and observation, onsite or virtual, then a written report and roadmap. Your regional account manager scopes it with you.

Who does the work?

HDI consultants with ITIL certifications through ITIL 4 Managing Professional, ISO/IEC 20000 consultant certifications and the HDI Certified Auditor designation. Their profiles are on this page.