Advisory

With highly skilled and trusted partners, ITSM Advisor offers a range of ITSM and Digital Employee Experience advising and facilitation services.

Organizations are under constant pressure to deliver reliable, high-quality services while keeping pace with shifting customer expectations, emerging technologies, and evolving business priorities. Our advisory services help you cut through the noise; giving your teams clarity, alignment, and practical ways to improve how work gets done.

Process-to-Practice Assessment & Workshop

A modern, actionable approach to elevating your ITSM capabilities

Today’s service organizations need more than a static maturity score or a binder full of recommendations. They need shared understanding, practical guidance, and targeted practice improvements that can be acted on immediately.

What This Engagement Includes

Our advisory team guides your participants through a structured experience grounded in ITSM-aligned practices and value-stream thinking:

What is a practice?: Create shared understanding of practices vs. processes, and why the distinction matters now
Value streams and practices: Explore how practices contribute to end-to-end value delivery
Assessing and developing capabilities: Evaluate strengths, gaps, constraints, and improvement opportunities within selected practices
Key terms, concepts, and scope: Align on terminology to reduce confusion and inconsistency
Practice success factors and metrics: Identify what “good” looks like and how to measure progress
Roles, competencies, and responsibilities: Clarify who does what and what skills are required
Information, technology, partners, and suppliers: Examine enablers that support or hinder practice performance
Summary, reflection, and prioritized improvement opportunities: Leave with a clear, actionable improvement plan, not a theoretical report

Your Customized Focus Areas

This engagement is tailored to your goals. You may choose one practice or several from more than 35 customizable ITSM practices. Examples include:

Incident Management
Service Desk
Change Enablement
Problem Management
Service Request Management
Service Catalog Management

Service Configuration Management
Monitoring & Event Management
Service Level Management
IT Asset Management
Knowledge Management
And many more…

Additional topics such as DevOps, Agile, Lean, and Process Design can also be incorporated to support your transformation initiatives.

Ideal Outcomes for Your Organization

After completing the Process-to-Practice Assessment & Workshop, your teams will have:

A shared vocabulary and consistent understanding of ITSM concepts
Clear visibility into your current practice capabilities
Prioritized, achievable improvement actions
Increased cross-practice collaboration
Stronger alignment between ITSM work and business value
A roadmap for embedding improvements into day-to-day operations

ITSM Practice Improvement Modules

Just-in-time, focused education that accelerates capability building

As a complement or follow-on to your Process-to-Practice Workshop, ITSM Practice Improvement Modules provide flexible, targeted learning. These 2–4 hour sessions deepen your team’s understanding of selected practices and support the improvements identified during the assessment.

Each module typically includes:

Core concepts and terminology
Roles and responsibilities
Key metrics, enablers, and success factors
Value stream and process alignment
Improvement opportunities and team reflection

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