Service 3.7: IT Service Management & Operations
Stabilise operations fast, then exit TSAs cleanly.
We establish the service management and operational run model that keeps technology stable through carve-out or integration—covering ITSM processes, service catalogue, SLAs, command centre, vendor performance, and transition to steady state—so the business gets reliable service from Day-1 onwards.
domain expertise
- Day-1 operational readiness assessment (what must run, who supports, what’s missing)
- Service catalogue + ownership (services, CI boundaries, RACI, support tiers)
- Incident, problem & major incident management (MIM playbooks, comms, lessons learned)
- Change & release governance (CAB discipline, cutover windows, risk gates, rollback)
- Request fulfilment & access operations (standard requests, automation, approvals, audit trails)
- CMDB & dependency mapping (pragmatic) (critical services first, not “boil the ocean”)
- SLA/SLO design + service reporting (availability, response, resolution, customer experience)
- Vendor & MSP management (contracts, performance reviews, penalties, service credits)
- Hypercare → steady state transition (command centre cadence, knowledge transfer, BAU handover)
Support — standards, assurance & partners
- ITIL v4-aligned operating model adapted to deal realities (fast, minimal bureaucracy)
- ITSM tool alignment (ServiceNow/Jira/other — we work with your platform)
- Operational dashboards (tickets, SLAs, change failure rate, backlog, root causes)
- Security operations coordination (handoffs, incident escalation, patch/vuln workflows)
- Service transition (documentation, runbooks, training, support onboarding)