Incidents
One entry point for all reports, priority based on impact, clear responsibility and feedback to the person who reported the issue.
IT service management
ITSM implementationso every request has a path and an end
When incidents arrive by email, by phone and in passing, things get lost and nobody can see where work is stuck. IT service management defines how requests are received, handled, documented and evaluated. We map your current workflows, choose the right tool with you, set it up and support your team until well after go-live.
Signs that you need ITSM
- Requests come in by email, phone, Teams and in the corridor, and nobody has an overview of all of them
- The same incident is solved several times because the fix is not written down anywhere
- Changes to systems happen without approval and without a record of who changed what and when
- You cannot say how many requests there are, how long they take and where they get stuck
- Knowledge sits with individual people and is missing during holidays or when someone leaves
- Auditors or supervisors ask about your incident and change process, and all you have is a mailbox
What ITSM covers in your organisation
We set up the processes based on ITIL 4, to the extent your organisation actually needs.
Requests
Recurring requests such as new accounts, hardware or software go through fixed forms with approval instead of individual emails.
Changes
Changes to systems are requested, assessed, approved and documented. This keeps a clear record of what was changed, when and why.
Problems
When the same incidents keep recurring, we find the cause and fix it instead of treating the same symptom again and again.
Knowledge base
Solutions and instructions are kept in one place, for your IT team and, if you wish, as self-help for all employees.
Service catalogue and reporting
Which services exist, how quickly the team responds and where things get stuck is recorded in a catalogue and in reports, not in people's heads.
How we implement ITSM
- 01
Assessment
We talk to IT and the business departments, review mailboxes and existing tools, and record how requests are handled today and where they get lost.
- 02
Define processes
Together with you we define categories, priorities, approvals and response times. Only as much process as necessary, so that it is followed in daily work.
- 03
Choose the tool
We compare suitable solutions by size, budget, data protection and integration with your systems. If you already have a tool, we would rather set it up properly than replace it.
- 04
Set up and integrate
We set up the tool and connect email, Microsoft 365, Teams and sign-in through your user directory, so everyone works with their existing account.
- 05
Training and go-live
We train your IT team and show everyone else in a few minutes how to submit requests from now on. The switchover takes place on a fixed date.
- 06
Support after the start
In the first weeks after go-live we stay closely involved, evaluate the first figures and fine-tune categories and workflows.
What matters when choosing a tool
We are not tied to any vendor and recommend what suits you.
| Size | For 20 users a lean tool is enough. Several sites and departments need approvals, roles and reporting. |
| Cost | Licences per agent or per user, plus the effort for setup and maintenance. We calculate both over three years. |
| Data protection | Where the data is stored, who can access it and whether a data processing agreement is in place. |
| Integration | Email, Microsoft 365, Teams, user directory and, if required, inventory, monitoring and line-of-business applications. |
| Self-service | A portal where employees can see the status of their requests and find answers in the knowledge base. |
ITSM and regulation
For NIS2 and DORA, an incident and change process that is actually followed is one of the foundations.
- Detect and classify significant security incidents quickly, so the initial NIS2 notification within 24 hours is possible
- Traceable handling of every incident with timestamps, responsibility and outcome
- Approved and documented changes, as DORA requires for ICT systems
- Reports you can present to auditors and management
Getting started: fixed-price assessment
For organisations with up to 100 users we offer the assessment at a fixed price of €2,900 excl. VAT. You receive an overview of your current workflows, a proposal for processes and tool, and a project plan with a fixed price for the implementation. If you commission us with the implementation, we credit the full cost of the assessment.
From our projects
Banking sector · 250 users
Design and implementation of a new ITSM solution in close cooperation with the bank. We supported the project from implementation through go-live to post-launch support.
Result: The planned twelve months between project start and go-live were met. This was followed by a hypercare phase in which we supported operations closely.
Updated:
FAQ
Frequently asked questions
What is ITSM?
IT service management describes how an IT function delivers its services: how incidents and requests are received and resolved, how changes are approved and how results are evaluated. An ITSM tool, often called a ticket system, supports these workflows.
How long does an ITSM implementation take?
That depends mainly on how many processes are mapped, how many departments are involved in decisions and which tool is chosen. In our banking project with 250 users and many approvals it took twelve months to go-live. Smaller organisations are considerably faster. We give you a reliable schedule after the assessment.
Which ITSM tool do you recommend?
That depends on size, budget, data protection requirements and your systems. We are not tied to any vendor and compare two or three suitable solutions with you. If you already have a tool, we first check whether it can be set up properly.
Do we need our own IT department for this?
No. Even if we manage your IT, you benefit from clear workflows. For our managed IT clients every request runs as a ticket anyway, traceable and measurable.
Do you work according to ITIL?
We set up the processes based on ITIL 4, but only to the extent your organisation needs. A rulebook that nobody follows does not help.
Does ITSM help with NIS2 and DORA?
Yes. Both require a defined way of handling security incidents, and DORA also requires defined change management for ICT systems. An ITSM that is actually followed provides the workflows and the evidence. The legal assessment is made by your legal advisers.
ITSM implementation
How are your requests handled today?
In a short conversation we clarify where things get stuck and whether an assessment is the right first step.