Service

IT Service Management

IT should operate as a reliable, responsive service to the business – not a mysterious department where requests go to die. We design and improve the ITSM processes, tooling, and structures that make that possible.

ITILService DeskChange ManagementAsset ManagementSLA Design

The problem

IT that frustrates instead of enables

Poor ITSM shows up in recognisable ways: requests that take too long, changes that break things without warning, incidents that repeat because root causes were never fixed, and an IT team that's always firefighting because there's no process to prevent fires.

In media production environments, IT friction has a direct cost. A production halt because of an unmanaged change or an asset management system outage affects every person on that production. ITSM in M&E contexts needs to account for production schedules, on-set support, and workflows that don't stop at 5pm.

Good ITSM isn't about bureaucracy – it's about reliability and transparency. The business knows what IT does, IT knows what the business needs, and issues get resolved predictably.

🔄

Recurring incidents, no fixes

The same issues come back because root cause analysis isn't done, or the fix is never implemented because there's no problem management process.

💥

Changes that cause outages

Infrastructure and software changes deployed without adequate testing or rollback planning – incidents that didn't need to happen.

❓

No asset visibility

Unknown devices on the network, expired warranties, unlicensed software, and no reliable CMDB. Managing what you can't see is impossible.

What we do

ITSM that works for your business, not against it

We design and implement ITSM processes that are proportionate to your size – not an ITIL textbook lifted wholesale, but the right processes for how your business actually operates.

📋

ITSM process design

Incident, problem, change, and request management – designed for your team size, tools, and complexity. Light enough to follow, rigorous enough to work.

🖥️

Service desk design & tooling

Selecting and configuring the right ITSM platform – Jira Service Management, ServiceNow, Freshservice – and making sure it reflects how your business actually works.

📊

SLA design & reporting

Meaningful SLAs that the business cares about, with reporting that shows whether they're being met – and what's driving the cases where they're not.

🗂️

Asset & configuration management

CMDB design and population – knowing what's in your environment, what state it's in, and how it relates to the services it supports.

🔧

Problem management

Root cause analysis process and tooling – so recurring incidents get investigated properly and permanent fixes actually get implemented.

🎬

Production IT operations

For M&E clients: IT service management designed around production schedules – on-set support, production-specific SLAs, and incident priority adjusted for shoot days.

Questions

Common questions

Do we need to implement full ITIL?

Almost certainly not. ITIL is a framework with many practices – most organisations implement a relevant subset. We'll identify which processes would deliver the most value for your size and situation, and design those well rather than implementing everything poorly.

We have a service desk tool already. Can you work with it?

Usually yes. Most ITSM tool problems are configuration problems, not tool problems. We'll assess whether your current tool can support the processes you need, and recommend migration only if there's a genuine reason.

How long does an ITSM improvement engagement take?

Focused process work on incident and change management typically takes six to twelve weeks. A broader ITSM programme covering tooling, full process design, and transition can take three to six months. We scope honestly before we start.