IT Service Management Consultation

The hidden revenue leak in your ITSM maturity gap. Fortune 500 companies lose an average of $3.1M annually through service management inefficiency. Mid-market companies? A staggering 9% of annual revenue. And 87% of CIOs don't know where these leaks are happening. Here are three capability gaps that consistently drain revenue: 1. The Data-Decision Disconnect → Low maturity: Tracking ticket volumes and SLA percentages → High maturity: Mapping service performance to revenue impact → Reality check: 78% of IT leaders can't quantify how service disruptions affect customer revenue (HDI) 2. The Resource Allocation Blind Spot → Low maturity: Spreading resources evenly across all services → High maturity: Aligning top technical talent with highest-revenue business services → Business impact: High performers generate 36% more revenue per technical staff member 3. The Knowledge Circulation Failure → Low maturity: Knowledge trapped in silos and expert minds → High maturity: Knowledge captured and deployed at human+AI service points → Result: Top organisations resolve 72% of incidents without escalation or human intervention 💡 The most mature organisations integrate AI not just for automation, but for continuous service pattern analysis that prevents future revenue leaks. The financial difference between basic and mature ITSM: • 21% higher service availability (direct revenue protection) • 3.8x better business continuity during disruptions • 117% higher EBITDA in service-based divisions (SPI Research) For IT, Service Manager and PS leaders with P&L responsibility, the path forward is clear: 1. Identify your highest-revenue service lines 2. Map their ITSM maturity against business outcomes 3. Target capability gaps in those specific services first 👉 What's your most important business service and how do you measure its ITSM maturity? Share below. ♻️ Share this with a leader who needs this reminder ➕ Follow me for more ITSM/ESM insights

When every request becomes an incident, your ServiceNow metrics become a bonfire, not a beacon. Let me tell you what I once saw inside a global IT organization. Users were bypassing the service catalog entirely. Instead of logging a “Request for New Laptop”, they were opening an incident e.g. "Need a new laptop ASAP. My old one is slow." Multiply that by a few thousand users… and you’ve just turned #ServiceNow into a metrics mirage. - Incident volume was off the charts - Mean Time to Resolve (MTTR) looked terrible - First Contact Resolution (FCR) rates were impacted - Root cause analysis? Impossible because requests were posing as potential problems And guess what? Leadership thought IT was underperforming. But IT wasn’t broken. The process was misunderstood. Using the Incident module to submit every kind of request is like going to the Emergency Room to schedule a dental cleaning. It clogs the system, burns out responders, and hides the real emergencies. So, what did we do? - Mapped the user journey to identify where confusion was happening - Redesigned the service portal to nudge users into the right path - Used contextual help and AI search to redirect users to the correct catalog item - Re-trained agents to reroute improperly logged tickets - Established reporting filters to segment true incidents vs misfiled requests The result? - MTTR improved by 35% - Incident volume dropped by 42% - User satisfaction increased - The Service Desk could finally breathe and focus on what matters Reminder: ITSM success isn’t just about the tools. It’s about teaching the right behaviors. If your users are misusing the front door, don’t just fix the backend. - Guide the journey. - Simplify the path. - And build metrics that reflect truth, not traffic. Question for you: Is your incident module quietly becoming a dumping ground for requests? What’s your one bold move to course-correct this quarter? #ServiceNow #ITSM #ITIL4 #UserExperience #DigitalTransformation #CMDB #UserJourney

This insightful white paper charts a comprehensive roadmap for advancing IT Service Management (ITSM) and the evolution of Configuration Management Databases (CMDB). It underscores the pivotal role of CMDB in enhancing ITIL practices, driving operational efficiency, and facilitating better decision-making processes. This white paper outlines strategies for CMDB maturity, illustrating how it can serve as a cornerstone for effective configuration management, thereby bolstering IT service delivery and management. It also highlights the criticality of aligning ITSM practices with organizational goals to foster innovation and competitive advantage. For those looking to elevate their ITSM capabilities and leverage CMDB for strategic benefits, this white paper offers valuable guidance. It's a must-read for IT professionals aiming to enhance their service management frameworks and drive digital transformation initiatives. https://lnkd.in/gHnzBEGT #ITServiceManagement #CMDB #DigitalTransformation #ITIL

💻 ITSM Isn’t Just a Process — It’s a Customer Experience Engine 🚀 IT Service Management is often viewed as backend operations. But in reality, it directly shapes how users experience technology every single day. It’s not just what we do — it’s how people feel when they interact with IT. Here’s how ITSM practices quietly fuel great customer experience 👇 🔁 Change Management – Smooth deployments = No disruptions to user productivity 🚨 Incident Management – Quick resolutions = Reduced frustration and downtime 🛠️ Problem Management – Fixing root causes = Fewer recurring issues 🧠 Knowledge Management – Updated FAQs & SOPs = Empowered users 📞 Service Desk – Friendly, fast help = Immediate confidence 📦 Release Management – Reliable rollouts = Better adoption 🔍 Monitoring & Event Management – Early detection = Proactive user support 🔐 Access Management – Right access at the right time = Seamless workflows 🎯 Service Level Management – Clear expectations = Stronger trust 📋 Configuration Management – Accurate data = Quicker diagnosis and recovery 📊 Continual Improvement – Constant optimization = Evolving user satisfaction 🧩 Service Catalog Management – Clear service offerings = Better user understanding & self-service 💡 Every form, every ticket, every update — it’s part of someone’s journey. 👉 Great ITSM = Invisible IT = Happy customers. Let’s design IT services not just for systems, but for the people who rely on them. #ITSM #CustomerExperience #ServiceManagement #ITIL #DigitalExperience #ITSupport #ChangeManagement #UserCentricIT #CXinIT

🔴 IT Service Management Without Structure = Chaos Ever walked into an IT environment where: ⚡ Incidents are reported via random emails. ⚡ Change requests live in spreadsheets no one updates. ⚡ Asset records are scattered across multiple files. ⚡ Disaster recovery plans… don’t actually exist. If this sounds familiar, you know the pain of running IT without structured templates. That’s where IT Service Management (ITSM) templates become game changers. They standardize, simplify, and strengthen how IT operates. I Tried to make it so simple and easy to understand.🙏🏼 Here’s a snapshot of the must-have ITSM templates every IT leader should keep in their arsenal: 🔹 Incident Management → Guides, Security Incident Reports, Excel templates 🔹 Problem Management → Catalogues, Major Problem Reports, Checklists 🔹 Change Management → Change Control Forms, Project Logs, Request Workflows 🔹 Release Management → Calendars, Risk Assessments, RACI charts, Status Reports 🔹 Configuration & Asset Management → Policies, Baseline Models, Procedures 🔹 Security Management → Cybersecurity checklists, Backup & Recovery, Disposal Policies 🔹 Disaster Recovery → Comms Plans, Closure Reports, Implementation Roadmaps 🔹 Service Practices → Availability, Capacity, Event Monitoring, Continuity Management Why does this matter? Because IT isn’t just about fixing things. It’s about delivering trust, resilience, and seamless digital experiences. 👉 With structured ITSM templates, you don’t just react to issues—you prevent them, measure them, and continuously improve. 📌 My advice to IT professionals: Don’t reinvent the wheel. Build your foundation on proven ITSM templates, then adapt them to your organization’s unique needs. Which ITSM template do you find yourself relying on the most Incident, Change, or Problem Management? #ITSM #ServiceManagement #DigitalTransformation #ChangeManagement #IncidentManagement #ProblemManagement #ITGovernance #CyberSecurity #Leadership