ITSM Consulting
Optimising IT Service Management for Operational Excellence
As technology becomes a leading driver for businesses, an effective and efficient IT organisation is key to operational success and agility. IT excellence involves continuous improvement and alignment with business goals. It requires effective IT Service Management (ITSM) processes that guarantee fast response and quality results. This can often be difficult, especially when dealing with legacy systems, disparate teams, and evolving service demands. Saros Consulting offers advisory services focused on improving IT service delivery, enhancing customer satisfaction, and aligning ITSM with broader business objectives.
We provide expert advice on optimising ITSM processes, tools and resources so you can deliver consistent value.
Efficient Incident and Problem Management
Organisations often face delays and repeated service issues due to inefficient incident and problem management processes. Poor root cause analysis and unclear escalation paths lead to prolonged outages and user dissatisfaction. Saros Consulting advises on optimising your incident and problem management frameworks by streamlining processes, defining clear roles, and implementing effective reporting mechanisms. We help you establish best practices, ensuring quicker resolution times and preventing recurring issues.
Service Alignment with Business Needs
Many ITSM initiatives fail because they do not align service delivery with evolving business needs, leading to gaps in service quality and missed opportunities for improvement. Saros Consulting helps you design ITSM strategies that are customer-centric and business-aligned. We work with you to tailor service catalogues, define SLAs, and integrate continual improvement processes that reflect your organisation’s priorities, ensuring IT services deliver measurable business value.
Adopting New ITSM Tools
Introducing new ITSM platforms can be met with resistance or cause disruption if not carefully managed. Poor planning and misaligned tool configurations can lead to wasted investment and low adoption rates. Saros Consulting advises on selecting and configuring ITSM tools that fit your operational needs while driving user adoption. We guide you in planning transitions, training staff, and ensuring that new platforms enhance service management without causing operational disruptions.
Integrated ITSM Governance
Without clear governance structures, ITSM processes can become disjointed, leading to inconsistent service levels and accountability gaps. Saros Consulting helps you establish effective ITSM governance by defining roles, responsibilities, and reporting lines that ensure consistent service delivery. We provide guidance on integrating ITSM governance with overall IT and business strategies, ensuring that your ITSM processes are scalable, transparent, and aligned with your objectives.
How We Can Help You
Efficient IT service management is crucial to operational stability and business satisfaction. Saros Consulting provides expert advice on optimising ITSM processes, tools and resources. We ensure they are aligned with your business needs, scalable, and supported by robust governance, enabling your IT services to consistently deliver value.
Case Study
Revolutionising IT Service Management for a Global Retailer
The client recognised technology as a key enabler for achieving their ambitious business strategy yet, they faced significant obstacles with their existing ITSM tool including: lack of automation capability, limited communication channels, overly complex integration capability and inefficient operations. With the introduction of ServiceNow, Saros Consulting not only resolved the client’s challenges but also laid the foundation for future technological and business advancements, transforming the tech experience for over 3,500 employees and enhancing the efficiency of 990+ IT support staff.
