You're in Safe Hands
Founded by Tim Mills in 2014, The ITSM People brings almost 30 years of personal IT Service Management experience, backed by a passionate team of specialists who deliver transformational results.
Core Capabilities & Approach
ITSM Assessments
Comprehensive maturity evaluations and gap analysis
ITSM Optimisation
Process improvement and efficiency enhancement
ITSM Tooling
Tool selection, implementation and configuration
ITIL® Specialists
Certified expertise in ITIL best practices
Business Change
Change management and organizational transformation
Operating Models
Target operating model design and implementation
Empowering and Delivering.
The ITSM People's happy customers. Looking to add your company next :)
Our Specializations
Delivering transformational results through proven methodologies and outcome-focused approaches that drive measurable business value.
Core Specializations
Benchmarking Assessments
Comprehensive evaluation of current ITSM maturity and capabilities against industry standards. We identify gaps, opportunities, and provide actionable roadmaps for improvement.
Transformational Improvement
Strategic initiatives that deliver measurable business outcomes through process optimization, technology enhancement, and organizational change management.
How We Can Help You
This proposal is focused on our ITSM Optimisation Assessments, to establish a benchmarked position for your clients, with a view to defining a clear set of prioritised recommendations and to enable them to improve their approach to IT and Enterprise Service Management.
The Assessment Approach
Step 1
Interviews
Step 1
Interviews
We meet with the agreed stakeholders on a 1:1 basis, which is often spread across multiple sessions, to allow approximately 4-6 hrs of deep discussions and to allow us gain deep levels of understanding of the current working practices.
Step 2
Benchmarking
Step 2
Benchmarking
We benchmark the services against ITIL4, which not only gives us a scoring mechanism, but also provides us with a structured approach to the stakeholder discussions. This also allows us to remove any local bias and to provide a purely independent view point to consider and discuss what good could and should look like.
Step 3
Unlocking the Challenges
Step 3
Unlocking the Challenges
Our emotionally intelligent consultants will work with the stakeholders to both empathise with current challenges and unlock key information that affects people, processes and technology to help us make informed recommendations around the art of the possible on a per organisation basis.
Step 4
Report Prep & Playback
Step 4
Report Prep & Playback
We compile a detailed report on the current issues that we have uncovered, how you compare to industry best practices and how the ways of working could be improved, along with a suggested roadmap of recommendations to achieve short, medium & long term goals.
Choose your ITSM Assessment Package
Tailored assessment options to meet your organization's specific needs and scope requirements.
Essential Assessment
10 Practices / 15 People
The minimum assessment we'd recommend for comprehensive insights
- 10 ITIL practices assessed
- 15 stakeholder interviews
- Benchmarking against ITIL4
- Current state analysis
- Gap identification
- Basic recommendations
- 40-page detailed report
- Extended stakeholder reach
- Comprehensive roadmap
- Strategic transformation plan
Perfect for focused assessments or specific area improvements
Comprehensive Assessment
15 Practices / 20 People
The most common option our clients typically choose
- 15 ITIL practices assessed
- 20 stakeholder interviews
- Comprehensive benchmarking
- Detailed gap analysis
- Prioritized recommendations
- Implementation roadmap
- 50-page detailed report
- Cultural observations
- Tooling recommendations
Ideal balance of depth and scope for most organizations
Enterprise Assessment
20 Practices / 30 People
Maximum reach enabling comprehensive recommendations
- 20 ITIL practices assessed
- 30 stakeholder interviews
- Enterprise-wide benchmarking
- Strategic transformation plan
- Comprehensive roadmap
- Executive presentations
- 60-page detailed report
- Multi-department analysis
- Long-term strategic planning
Perfect for large organizations requiring extensive transformation
All assessments can be tailored case by case to meet your specific requirements.
Whatever ITIL support you need, we've got you!
Choose the perfect ITIL consultant tier for your project requirements and timeline.
Senior ITIL Consultant
10-15 years + ITIL and ITSM experience
Capable of applying these resources to 90% of the project work we do
- 10-15 years ITIL & ITSM experience
- Handles 90% of project work
- Process improvement expertise
- Service design & transition
- Incident & problem management
- Change & release management
- ITIL 4 best practices
- Project assurance activity
- C-Suite level engagement
- Strategic transformation
1-5 days per week for 2-3 months at a time
ITIL Heavy Hitter
15-25 years + ITIL and ITSM experience
Everything in Senior Consultant, and...
- 15-25 years ITIL & ITSM experience
- Handles complex enterprise projects
- Project assurance activity
- C-Suite level engagement
- Strategic transformation
Advanced consulting for enterprise-level transformations
- Project assurance activities
- C-Suite level presentations
- Strategic roadmap development
1-5 days per week for 1-2 months at a time
Flexible engagement models to meet your project demands.
What Our Clients Say
Trusted by leading organizations worldwide for ITSM excellence and transformation.
"Their expertise in the ITSM field combined with a true "can-do", positive, and hard-working engagement style, was instrumental in our establishment of new IT Services laying a solid foundation for us to build on"
John Jessen
Technology Director, Singapore
"The Service Desk Institute has built a strong and valuable partnership with The ITSM People over the past two years. As our strategic partner for ITSM consulting, their expertise has been integral to many of our client projects. Their team of talented consultants consistently delivers exceptional results, and collaborating with them is always a pleasure."
Dave Wright
Chief Value Officer, Service Desk Institute