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IT Service Management Consulting

With 16 years of experience in ITSM and 8 years in IT consulting, ScienceSoft helps organizations improve the quality and speed of their IT service delivery. We design and implement pragmatic IT service management processes tailored to the unique IT environments of our clients.

IT Service Management Consulting - ScienceSoft
IT Service Management Consulting - ScienceSoft

IT service management consulting helps businesses evaluate the current state of their ITSM practices, identify areas for improvement, and optimize the efficiency of their IT delivery processes while minimizing costs.

With 16 years of hands-on experience in ITSM, we prioritize tangible outcomes over theoretical discussions. Our team of ITSM consultants is dedicated to optimizing your IT infrastructure and processes to build smooth-running, cost-effective, and transparent ITSM workflows.

ITSM Consulting Components We Cover

IT assessment and strategic planning

  • Evaluating the effectiveness and maturity of the existing ITSM processes.
  • Defining the value of the current IT services and identifying gaps compared to the desired IT state.
  • Developing a growth strategy aligned with the current IT maturity level.
  • Providing digital transformation consulting to enable targeted and non-disruptive technological evolution across your organization.
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IT service catalog refinement

  • Identifying our client’s expectations from IT and gathering comprehensive stakeholder input.
  • Examining the IT department's workflows, capabilities, and gaps.
  • Outlining the key financial outcomes of IT services and the associated risks for the client.
  • Designing or refining the client’s IT service catalog based on the findings.
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Incident management consulting

  • Evaluating the existing incident management methods, procedures, and tools.
  • Restructuring incident management: establishing support tiers and collaboration workflows, simplifying incident reporting, and setting clear rules for case management.
  • Providing recommendations on team setup and optimal performance metrics for assessing process and team efficiency.
  • Creating policies and procedures for handling security incidents.
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Problem management consulting

  • Analyzing the existing problem management processes to pinpoint the issues hindering smooth IT service delivery.
  • Developing clear guidelines for identifying and resolving issues, including relevant responsibilities across various IT roles.
  • Choosing and implementing tools for early problem detection and prevention.
  • Creating a problem management framework to help IT teams identify incident root causes, proactively address recurring issues, and prevent major failures.
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Change and release management consulting

  • Designing change approval workflows, code review and testing policies and procedures for CI/CD pipelines and IaC (infrastructure as code).
  • Consulting on effective cloud change management, including cloud resources optimization.
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Request management consulting

  • Designing streamlined processes and implementing tools for employee request submission and access to self-help resources.
  • Enhancing request handling procedures for smooth and reliable help desk operation.
  • Choosing and integrating the best-fitting ticketing tools to boost help desk performance and efficiency.
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  • Devising or refining IT asset procurement processes, including those for hardware and consumables.
  • Streamlining asset maintenance and inventory management processes.
  • Suggesting and implementing software solutions for asset management automation.
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Knowledge management consulting

  • Developing a structured IT knowledge management system.
  • Introducing version control for seamless document turnover and easy access to prior versions.
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Optimization of IT services and team management

  • Improving the transparency and manageability of IT delivery processes.
  • Designing tailored KPIs to measure the value and efficiency of different ITSM components.
  • Assessing and aligning team members' skills with specific ITSM functions.
  • Providing training to address team skill gaps.
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Configuration management

  • Setting up a framework for collecting comprehensive and accurate information about IT components and configuration items.
  • Managing configurations in cloud environments.
  • Integrating automation into configuration management.
  • Establishing CI/CD pipelines for prompt deployment of approved configuration requests.
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ITSM Consulting Options by ScienceSoft

ITSM audit

We assess your current IT delivery processes and infrastructure, pinpoint the main areas for improvement, categorize the issues by criticality, and detail what needs to be fixed.

I’m interested!

ITSM audit + assistance

In addition to the audit, we design new IT components and processes or optimize the existing ones. We provide you with a comprehensive, step-by-step roadmap to your desired state of ITSM.

I’m interested!

ITSM audit + assistance + implementation

On top of the previous two services, we fully implement our own recommendations, set up the necessary tools and processes, train your team, and closely manage the ITSM transformation to minimize business disruptions.

I’m interested!

What Makes ScienceSoft Your Go-to ITSM Consulting Company

  • Since 1989 in the IT domain.
  • ITIL-certified personnel.
  • Since 2008 in ITSM and since 2016 in IT consulting to help organizations enhance the quality and efficiency of their IT service delivery.
  • Since 2003 in information security, Certified Ethical Hackers on board.
  • ISO 9001 and ISO 27001 certifications proving our commitment to delivering high service quality and ensuring the security of our clients' data.
  • Achieving project goals in spite of time and budget constraints, as well as changing requirements, is ScienceSoft's top priority. You set goals, we drive the project to fulfill them.
  • ScienceSoft USA Corporation is listed among The Americas' Fastest-Growing Companies by the Financial Times (2022, 2023).

Chief Technology Officer, ScienceSoft

Over the decades of rendering IT services and handling our internal IT provision, we've established partnerships with multiple software vendors and found our favorite tools for different facets of ITSM. Despite this, we remain vendor-neutral: our greatest priority is our clients’ success and convenience in managing their IT. In each project, we select the best-fitting tools for the case and never insist on a specific platform.

Our Selected ITSM Projects

ITSM Solution Implementation for a Multinational Confectionery Manufacturer

ITSM Solution Implementation for a Multinational Confectionery Manufacturer

A global confectionery manufacturer hired ScienceSoft to revamp its ITSM system in alignment with ITIL practices and transition it to a new platform. ScienceSoft helped standardize ITSM processes across geographically distributed offices, enhanced the tracking of configuration items affected by specific changes, and simplified the notification mechanism to eliminate repetitive messages.

ITSM Consulting for a Global Enterprise with 17,000 Staff

ITSM Consulting for a Global Enterprise with 17,000 Staff

ScienceSoft helped an IT company's end client integrate its in-house ITSM system with the IT company's service platform. Now, the end client can use their own ITSM system to check information on incidents and request tickets outsourced to the IT company.

SolarWinds and ServiceNow®Platform Integration within a Mobile App

SolarWinds and ServiceNow®Platform Integration within a Mobile App

ScienceSoft integrated ServiceNow® and SolarWinds platforms within one ITSM mobile application. The integration allowed users to monitor databases and create SolarWinds-related incidents on the go. The application successfully passed a third-party information security audit.

Crisis Management Consulting and Transition to Remote Work for an American IT Company

Crisis Management Consulting and Transition to Remote Work for an American IT Company

At the start of the COVID-19 pandemic, ScienceSoft smoothly navigated the transition to remote work for an IT services provider with over 700 employees. Our team designed and deployed a secure digital ecosystem with the essential hardware and collaboration tools.

Ecommerce Ecosystem Migration to Amazon Cloud

Ecommerce Ecosystem Migration to Amazon Cloud

ScienceSoft's engineers helped a US ecommerce provider migrate a 100 GB database from six dedicated servers to AWS. As a result, the Customer got a stable and scalable cloud-based system that can handle high traffic loads seamlessly.

What Our Customers Say

Their consulting assistance was action-driven and brought a bunch of practical action points to us. It's a pleasure to work with experts who are knowledgeable, self-motivated and sincerely interested to do the best of their ability.

We are impressed with their pragmatic project management, quality-first mindset, and transparent communication. ScienceSoft’s advice helped us bring our internal IT processes to new heights.

I would like to point out that ScienceSoft’s team demonstrated a great engineering culture, proactive approach in work, and the communication was easy and clear. I would certainly recommend ScienceSoft as a reliable partner in IT consulting.

Benefits You Can Expect with Our ITSM Consulting

  • 30%–50%

    shorter mean time to fix an issue

  • 99.95%–99.99%

    service availability due to optimized ITSM processes

  • 90%+

    user satisfaction due to the increased transparency of IT service delivery, faster issue resolution, and the availability of self-service tools

  • 5–35%

    lower IT operating costs due to effective KPI-based process management, elimination of issue root causes, and the automation of repetitive tasks

Ready to Enhance Your ITSM for Peak Performance?

Your ITSM evolution starts here! Our consultants will thoroughly analyze your current IT delivery state, provide a clear roadmap for improvements, and tune all processes to ensure reliable, cost-effective, and transparent ITSM.