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We Love Service Management

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If you have some time, you may find the XTV podcast below of interest, where I talk about ITSM, ESM and AI and much more  - Tim Mills, Managing Director

Would you like a Free Strategy Session?

  • Use us as a soundboard to discuss your challenges

  • Learn what challenges we are seeing elsewhere

  • Get to know what others in the industry are doing

  • Ask anything and get advice to help with your strategy

Why Choose Us As Your ITSM Partner?

Highly skilled in all aspects of ITSM and we apply it in a pragmatic way

UK based but support clients ITSM projects across the globe

We are tool agnostic, so we act purely on your behalf

Cost effective consulting with options to suit all budgets

30 yrs experience and trusted by some of the largest UK brands

Who We Work With

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“ ... there is indeed a direct correlation between ITSM and what is arguably one of the best measures of an organization's overall performance - revenues.”

Charles Betz - Research Director
Forrester State of IT Service Management Report

Who are the ITSM People?

The company was started by Tim Mills in 2014, who has over 25 years of IT Service Management related experience. Being so passionate about Service excellence and the opportunities we always have to improve, this meant primarily carrying out transformational ITSM consulting work, around the various iterations of the ITIL® framework.

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The business has developed and grown over the past 10 years, resulting in a team of highly experienced and equally passionate Service Management consultants, supporting big brand clients in all manner of IT and Enterprise Service Management work, mainly specialising in Assessments and transformational improvement activities ..

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John Jessen
Technology Director

Tim and his team at The ITSM People supported us during a recent, challenging IT Separation. Their expertise in the ITSM field combined with a true “can-do”, positive, and hard-working engagement style, was instrumental in our establishment of new IT Services laying a solid foundation for us to build on. I warmly recommend The ITSM People if you are in need to move with pace to implement or upgrade your ITSM services and structure

What Our Clients Say...

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Enrique Fernandez-Pino, Chief Information Officer

I have worked with the ITSM People on two occasions. First in Chubb, the big security firm as a CIO and then in Essentra, a FTSE250 global manufacturing firm, as a Transformation Director. Tim is a great guy, truly approachable and has always looked after me as a client. I wouldn't hesitate to recommend Tim and his team of ITSM experts

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Dave Wright
Chief Value Officer

The Service Desk Institute has built a strong and valuable partnership with The ITSM People over the past two years. As our strategic partner for beyond Service Desk ITSM consulting, their expertise has been integral to many of our client projects. Their team of talented consultants consistently delivers exceptional results, and collaborating with them is always a pleasure."

Learn About Our Assessments

Whether you're considering a new tool, insourcing or outsourcing, need to identify cost savings, need a strategy building, or just need some tactical service improvement, our assessments are the place to start

We're Proud Partners of

We support the Service Desk Institute and their clients on their Service Management Optimisation initiatives.

To find out more about how we work together and our customer success stories, book a call using the form below

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Book a Call

Register your interest for an introduction call and to learn how we can help you optimise your Service Management Capabilities

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  • What is ITSM?
    Information Technology Service Management processes include a range of activities designed to deliver and support high-quality IT services for your business. These can include incident management, problem management, change management, and service-level management. Additionally, ITSM involves continuous enhancement processes to improve service delivery, increase efficiency and reduce costs. By adopting strong ITSM practices, your business can improve service quality, customer satisfaction and achieve greater alignment between IT and business objectives. This holistic approach ensures that IT services are effective and integrated with your overall business goals. As ITSM focuses on aligning IT services with your business’s needs, you can ensure that IT processes and services support and enhance business operations. This is achieved through a structured approach to managing IT services, guided by best practices and methodologies such as ITIL (Information Technology Infrastructure Library). These models provide guidance on best practices for delivering and supporting technology and other enterprise services and can help companies align their capabilities with their business goals and strategic objectives.
  • What is ITIL and how does it underpin ITSM?
    We adhere to the ITIL Framework in delivering our ITSM consultancy services. ITIL is a globally recognised set of best practices for ITSM that helps businesses provide consistent, high-quality IT services. By implementing ITIL processes and principles, we ensure that your IT operations are standardised, efficient and aligned with industry standards. ITIL4 is the latest version of ITIL, designed to help enterprises navigate the new technological era known as the Fourth Industrial Revolution. This version introduces a more flexible, modern approach to ITSM, emphasising its integration with other areas of business management.
  • What are the core practices and processes in ITSM?
    Effective ITSM revolves around a number of processes. Whilst there are 34 practice areas in ITIL4, there are often a core set of practices that many of our clients are particularly interested in optimising. As understanding and implementing these processes can significantly enhance the performance and quality of IT services within your organisation. Incident Management Restores all service operations back to normal as soon as possible, minimising to lessen the impact on your operations. This process might involve logging, categorising, prioritising, and resolving incidents, ensuring which can help mitigate disruption to users and the business. Configuration Management Keeps an updated record of IT infrastructure - hardware, software, and network components - in a centralised configuration management database (CMDB). This database provides accurate data on configuration items (CIs) and their relationships. Change Management Ensures any changes to your IT services are controlled and coordinated. This process evaluates the impact of changes, approving them through a structured workflow, and ensuring successful implementation with minimal risk. Service level Management Defines, negotiates, and monitors service level agreements (SLAs) between the service provider and the customer. This process ensures that agreed-upon service quality and performance levels are consistently met. Asset Management Tracks and manages your IT assets throughout their lifecycle to ensure efficient use and cost control. You maintain an accurate inventory of hardware, software, and other IT resources through this. Problem Management Identifies, analyses and resolves the root causes of incidents. Proactively addressing underlying issues can prevent recurring incidents. This, in turn, provides improved system stability and reduced downtime. Request Management Handles the lifecycle of user service requests, such as access to applications, software installations or information enquiries. It ensures requests are managed efficiently to provide a streamlined approach that fulfils user needs and enhances satisfaction. Knowledge Management Captures, organises and shares knowledge to improve efficiency and support decision-making. By leveraging a centralised knowledge base, your IT teams can quickly resolve incidents and problems, and end-users can find the right solutions to common issues.
  • Why is ITSM important to organisations and their IT (and Enterprise) teams?
    Implementing the right ITSM strategy and optimising your tooling can provide a range of benefits for your company, including: Improved Efficiency and Cost Savings By streamlining processes and automating routine tasks, ITSM can help your enterprise work more efficiently and reduce the time and resources required to deliver and support IT services. Good ITSM is a silent enabler of success across a range of organisational goals. Improved Compliance and Risk Management ITSM can help you ensure that your IT systems and processes comply with industry regulations and standards. It also ensures that you are effectively managing risks associated with your IT operations. This can help you avoid costly disruptions and legal consequences. Increased Productivity Effective ITSM practices can help your business prevent problems and fix them quickly if they do occur. This can help you lower costs—outages cost money—and increase productivity and employee satisfaction. Better Customer Satisfaction You can improve customer satisfaction and build stronger relationships by delivering high-quality IT services that meet customers' needs. Improved Service Quality ITSM ensures that IT services are delivered consistently and meet agreed-upon service levels, leading to higher customer satisfaction and better overall service quality. Business Continuity ITSM processes like incident and problem management ensure that disruptions are minimised and services are quickly restored to ensure business continuity. Strategic Alignment ITSM aligns IT services with business objectives, ensuring that technology initiatives support and drive business growth. This alignment helps you make informed decisions and prioritise projects that add the most value. Enhanced Collaboration ITSM promotes a collaborative environment where IT teams can work together more effectively, sharing knowledge and best practices to improve your delivery of services. Proactive problem-solving Through problem management and a proactive approach, ITSM helps your IT teams identify and address the root causes of incidents to prevent future issues and reduce downtime. Continuous Improvement ITSM encourages continuous monitoring and improvement of IT processes, allowing your IT teams to refine and enhance their service delivery regularly. Better Resource Management With ITSM, IT teams can manage resources more effectively, ensuring that personnel, technology, and budget are allocated optimally to support business requirements.
  • Do you provide ITSM tooling support and what tools do you specialise in?
    The ITSM People are completely agnostic with ITSM tools and not tied to any vendors. Given the close relationship between ITSM related processes and ITSM tools, we often get involved in tool selection projects, or making recommendations on how to improve tools and get the best value from them. We work with tools such as ServiceNow, BMC, Jira, ManageEngine, Fresh, Halo and Xurrent.
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