IT Service Management

IT Service Management — often referred to as ITSM — is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. IT has always had processes that were specific to technology, but to integrate IT objectives with business objectives, ITSM shifts the language used to describe these IT processes to be less IT specific. This helps to reinforce the idea that IT is at the heart of and delivering for the business. Done right, ITSM benefits both IT and the business that IT supports. IT Services are aligned to actual business needs and can be provided with consistency at a predictable cost.

CPT has a wealth of IT Service Management experience to draw on within our consultant ranks. From global enterprises to small operators in all sectors, we have established IT Service Management capabilities in organisations, helped to uplift capabilities to be more effective and implemented a number of different ITSM platforms.

CPT ITSM related services include:

  • ITSM advisory
  • ITSM capability assessment and improvement roadmaps
  • ITSM tooling evaluations and implementations
  • Establishment of specific ITSM services, e.g. capacity management, problem management

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