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HDI - ITSM Consulting Company

ITIL Consulting Services

ITIL consulting is help choosing, adapting and rolling out ITIL practices in a real IT support operation, rather than adopting the whole framework on paper. Most teams do not need all 34 ITIL 4 practices. They need incident, request, problem, change and knowledge management working together, measured honestly, and understood by the people doing the work. HDI consultants have implemented service management in support centers for more than 35 years and hold ITIL certifications through ITIL 4 Managing Professional.

Where ITIL Consulting Helps

Where ITIL Consulting Helps

  • Deciding which ITIL practices matter for your operation, and in what order to adopt them.
  • Mapping your current incident, request, problem and change processes against ITIL 4 and finding the gaps.
  • Value stream mapping from the moment a customer asks for something to the moment it is resolved.
  • Connecting knowledge management with ITIL practices, so articles get created inside the incident workflow instead of after it.
  • Metrics. Which ITIL measures are worth tracking in your operation and how to report them so they drive behavior.

How HDI's ITIL Consulting Works

  1. Practice assessment. We look at how each ITIL practice you use, or need, actually runs today.
  2. Gap analysis. Where your processes, roles and tools fall short of what the practice needs to deliver.
  3. Roadmap. A sequence of changes with owners and dates, sized to your team.
  4. Continual improvement. If you want it, we stay on to help carry the roadmap out and measure the results.

How HDI's ITIL Consulting Works

ITIL Consulting and ITIL Training

Training gives your team the shared vocabulary. Consulting applies it to your operation. Teams that do both tend to get further, because the people learning the practices are the same people changing them. Talk to your account manager about pairing the two.

ITIL Consulting FAQ

Do We Have to Adopt All of ITIL?

No. ITIL 4 is designed to be adopted selectively. Most support operations get the biggest return from five or six practices done well.

ITSM is the discipline, ITIL is one framework for it. HDI's ITSM consulting covers any framework. ITIL consulting is the version focused specifically on ITIL 4 practices.

ITIL 4. We also work with teams still running processes built on ITIL v3 who want to move forward without starting over.

We agree the measures before we start, then compare after. Typical ones are first contact resolution, reopen rate, time to restore service and how often the knowledge base is used to resolve a ticket.