Reading, UK
+44 11893 23001

ITSM: Information Technology Service Management Consultancy

Take your digital transformation efforts to the next level and deliver better service to your customers with our ITSM licensing and consultancy services.

Unleash the power of ITSM software and tools to transform your digital initiatives

In today’s fast-paced digital world, IT Service Management (ITSM) is the secret ingredient for delivering and supporting high-quality IT services that drive business success. We can help your organisation implement effective ITSM practices within your IT help desk to improve service efficiency, increase productivity, and better meet your customers' needs.

Our ITSM Services

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Implementation of Jira Service Management

We can guide you through implementing Jira Service Management (JSM), a powerful ITSM tool that streamlines the delivery process of your IT services. With JSM, you can easily manage incidents, problems, changes and service requests, and track and report on service performance.
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Integration of Jira Service Management

We can integrate JSM with leading incident management tools, such as OpsGenie, powerful project management tools like Jira, and a wide range of other platforms, resulting in a complete ITSM system that's integrated with your other key IT systems, such as incident management, change management, and CRM.
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Custom platform

Our highly skilled team is experienced in integrating Jira Service Management with various other platforms and tools, such as PagerDuty, DataDog and Alert Logic. This allows you to have a comprehensive view of your IT operations and facilitates efficient incident management and resolution.
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Migration of Jira Service Management

Whether you're migrating from JSM Server to Data Center or Cloud, or consolidating multiple instances of Jira Service Management, we can help you achieve a seamless IT service delivery process. Our team can guide you through this process and ensure a smooth transition with minimal disruptions.
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Service request management training for agents

Our team can train your service desk agents on using JSM, helping them effectively manage and resolve incidents, problems, changes and service requests.
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Best practice consultancy

We offer best-practice consultancy on ITSM to ensure that your IT service processes are efficient, effective, and aligned with industry standards.
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Jira Service Management: The most popular ITSM software solution

JSM is the ultimate tool for managing and optimising IT service delivery. Part of the Jira platform developed by the Atlassian ecosystem, the platform offers a range of features that can support a wealth of ITSM processes. It also provides tools for managing service requests and knowledge management, as well as integration with Jira and third-party tools.

From implementing Jira Service Management and providing custom Atlassian training, to sharing best practices and guiding you through your JSM licensing, our team of Atlassian experts is here to support you throughout your ITSM and JSM journey.

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What sets Jira Service Management apart?

Transform your service delivery processes

With JSM, you can streamline your issue tracking and resolution process, improving efficiency and customer satisfaction.

Collaborate and communicate with

Jira Service Management brings your team together in one central location to ensure everyone is aligned and working towards delivering excellent service.

Fully customise to fit your unique needs

You can configure the platform to reflect your specific processes, making Jira Service Management work for you - just the way you want it to.

Get a comprehensive view of customer interactions

Integrations with other tools and systems, such as CRM and project management software, allow you to see all customer interactions and support efforts in one place.

Experience the power of superior service

Try Jira Service Management for yourself and discover its transformative impact on your organisation's service delivery processes.

Embrace Agile

JSM is built with Agile principles in mind and includes features such as Kanban boards and Agile reports that allow teams to manage and track work in an Agile manner.
Software Development and IT Teams eBook

Software Development and IT teams in harmony

This eBook shows how Jira Service Management helps software and IT teams work better together. It explains how the tool makes it easier for different teams to collaborate, manage incidents, and use data to improve their processes. With Jira Service Management, teams can streamline their workflows and deliver faster, higher-quality results.

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Why is ITSM important for your Business and IT teams?

Implementing an ITSM strategy and optimising your tooling can provide a range of benefits for your organisation, including:

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Improved efficiency and
cost savings

By streamlining processes and automating routine tasks, ITSM can help your organisation 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.
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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.
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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.
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Better customer

You can improve customer satisfaction and build stronger relationships by delivering high-quality IT services that meet customers' needs.
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Improved service

ITSM ensures that IT services are delivered consistently and meet agreed-upon service levels, leading to higher customer satisfaction and better overall service quality.
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ITSM processes like incident and problem management ensure that disruptions are minimised and services are quickly restored to ensure business continuity.
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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.
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ITSM promotes a collaborative environment where IT teams can work together more effectively, sharing knowledge and best practices to improve your delivery of services.
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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.
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ITSM encourages continuous monitoring and improvement of IT processes, allowing your IT teams to refine and enhance their service delivery regularly.
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resource management

With ITSM, IT teams can manage resources more effectively, ensuring that personnel, technology, and budget are allocated optimally to support business needs.

What is ITSM?

Information Technology Service Management encompasses 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 improvement processes to enhance 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 strategically 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 frameworks such as COBIT (Control Objectives for Information and Related Technology) and ITIL (Information Technology Infrastructure Library). 

These frameworks provide guidance on best practices for delivering and supporting technology services and can help organisations align their IT capabilities with their business goals and objectives.

Need help navigating ITSM best practices and embedding sustainable and effective processes, tooling and strategies?

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An overview of the various ITSM frameworks

Several ITSM frameworks guide organisations in delivering high-quality IT services. These frameworks help organisations standardise processes, improve efficiency and align IT services with business objectives.

This is the most widely adopted framework, offering detailed practices for IT service management to align IT services with business needs.

The Control Objectives for Information and Related Technologies framework focuses on governance and management of enterprise IT, ensuring IT supports business goals and compliance.

This international standard specifies requirements for establishing, implementing, maintaining and continually improving an ITSM system.

Microsoft Operations Framework provides guidelines for managing IT services across their lifecycle, including planning, delivery, operations, and management.

The ITIL framework

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.

ITIL 4 is the latest version of ITIL, designed to help organisations 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. Key components include:

  • Service Value System (SVS): Focuses on value creation through a holistic approach.
  • Four Dimensions Model: Considers organisations and people, information and technology, partners and suppliers, and value streams and processes.
  • Guiding Principles: Encourages practices like collaboration, simplicity, and optimisation.

ITSM processes

Effective ITSM revolves around several key processes for continual service improvement. Understanding and implementing these processes can significantly enhance the performance and quality of IT services within your organisation.

Incident management

An incident is anything that disrupts your business operations, including service outages, security incidents, performance issues, or hardware failures. This process in ITSM or ITIL aims to restore normal service operations as quickly as possible, minimising the impact on business operations. It involves logging, categorising, prioritising, and resolving incidents, ensuring minimal disruption to users and the business.

Configuration management

The process of configuration management maintains an up-to-date record of the IT infrastructure, including hardware, software, and network components. A crucial element of this process is the configuration management database (CMDB), which serves as a centralised repository of information about configuration items (CIs) and their relationships. This database supports other ITSM processes by providing accurate data, enabling effective change management and problem resolution.

Change management

Change management is the process that 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

Service level management involves defining, negotiating, and monitoring 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

This is a process that 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

This problem-management process focuses on identifying, analysing and resolving 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

This process 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

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 solutions to common issues.

Ready to take your ITSM solution to the next level?

If you want to learn more about improving your IT service delivery process and leveraging tools like Jira Service Management, why not book a free consultation with one of our ITSM experts? During this consultation, you can discuss your specific needs and learn how our ITSM services can help you achieve a seamless process. Book your call today or read further about the benefits of ITSM on our blog.

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If you’re not looking for a free consultation but would like to speak with a member of the team about our Consultancy services, please complete the form below, and we’ll contact you shortly.