Incidents
One intake for all reports, priority based on impact, clear ownership and updates to the person who reported the issue.
IT Service Management
ITSM implementationso every request has a path and an end
When issues come in by email, by phone and in passing, things get lost and nobody sees where work gets stuck. IT service management defines how requests are received, handled, documented and reviewed. We map how you work today, choose the right tool with you, set it up and support your team until well after go-live.
Signs that you need ITSM
- Requests arrive by email, phone, Teams and in the hallway, and nobody sees all of them
- The same issue gets solved again and again because the fix is not written down anywhere
- Systems are changed without approval and without a record of who changed what and when
- You cannot say how many requests there are, how long they take or where they get stuck
- Knowledge sits with individual people and is gone when they are on vacation or leave
- Auditors or regulators ask about your incident and change process, and all you have is a shared mailbox
What ITSM covers for you
We set up the processes based on ITIL 4, to the extent your organization actually needs.
Requests
Recurring requests such as new accounts, hardware or software go through set forms with approval instead of individual emails.
Changes
Changes to systems are requested, assessed, approved and documented. That way you can always trace what was changed, when and why.
Problems
When the same incidents keep coming back, we find the root cause and fix it instead of treating the same symptom over and over.
Knowledge base
Solutions and how-to guides live in one place, for your IT team and, if you want, as self-help for all employees.
Service catalog and reporting
Which services exist, how fast you respond and where things get stuck is captured in a catalog and in reports, not in people's heads.
How we implement ITSM
- 01
Assessment
We talk to IT and the business teams, review mailboxes and existing tools, and document how requests flow today and where they get lost.
- 02
Define processes
Together we set categories, priorities, approvals and response times. Only as much process as needed, so it actually gets followed day to day.
- 03
Choose the tool
We compare suitable options by size, budget, data privacy 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 switch happens on a set date.
- 06
Support after launch
In the first weeks after go-live we stay closely involved, review the first numbers and fine-tune categories and workflows.
What matters when choosing a tool
We are not tied to any vendor and recommend what fits you.
| Size | For 20 users a lean tool is enough. Multiple locations and departments need approvals, roles and reporting. |
| Cost | Licenses per agent or per user, plus the effort for setup and maintenance. We calculate both over three years. |
| Data privacy | Where the data is stored, who has access to it and whether a data processing agreement is in place. |
| Integration | Email, Microsoft 365, Teams, your user directory and, if you want, asset inventory, monitoring and business applications. |
| Self-service | A portal where employees see the status of their requests and find answers in the knowledge base. |
ITSM and compliance
For SOC 2, HIPAA, the FTC Safeguards Rule and CMMC, a working incident and change process is one of the foundations.
- Identify and respond to security incidents quickly, as the HIPAA Security Rule's security-incident procedures and the CMMC incident handling and reporting practices require
- Track every incident with timestamps, owner and outcome, which supports the SOC 2 incident-response criteria and the incident response plan required by the FTC Safeguards Rule
- Approved and documented changes to systems, as the SOC 2 change-management criteria expect
- Reports you can present to auditors and leadership
Getting started: fixed-price ITSM assessment
For organizations with up to 100 users, we offer the ITSM assessment at a fixed price of $3,500. You get an overview of how you work today, a proposal for processes and tooling, and a project plan with a fixed price for the implementation. If you hire us for the implementation, we credit the full assessment fee.
From our projects
Banking, Germany · 250 users
Design and rollout of a new ITSM solution in close cooperation with the bank. We supported the project from implementation through go-live and into post-launch support.
Result: The planned twelve months from project start to go-live were met. A hypercare phase followed, during which we closely supported operations.
Updated:
Related services
FAQ
Frequently asked questions
What is ITSM?
IT service management describes how IT delivers its services: how incidents and requests are received and resolved, how changes are approved and how results are reviewed. An ITSM tool, often called a ticketing system, supports these workflows.
How long does an ITSM implementation take?
That depends mainly on how many processes are covered, how many departments have a say and which tool you choose. In our banking project with 250 users and many approvals, it took twelve months to go-live. Smaller organizations move much faster. We give you a reliable timeline after the assessment.
Which ITSM tool do you recommend?
That depends on your size, budget, data privacy requirements and systems. We are not tied to any vendor and compare two or three suitable options 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 is handled as a ticket anyway, traceable and measurable.
Do you follow ITIL?
We set up the processes based on ITIL 4, but only to the extent your organization needs. A framework that nobody follows does not help.
Does ITSM help with SOC 2, HIPAA or the FTC Safeguards Rule?
Yes. The HIPAA Security Rule requires procedures to identify, respond to and document security incidents, and the FTC Safeguards Rule requires a written incident response plan. SOC 2 audits look at how you respond to incidents and how changes are approved and documented. A working ITSM provides the processes and the records. Your legal counsel or auditor decides which requirements apply to you.
ITSM Implementation
How do your requests flow today?
In a short call we find out where things get stuck and whether an assessment is the right first step.