CUSTOMER SERVICES - Service Management

Information is the most important strategic resource that any organization has to manage. Key is the quality of the IT Services provided to the business. Appropriate levels of resource must be invested into the support, delivery and management of these IT Services and systems that underpin them.

ITILŪ defines Service Management as a set of specialized organizational capabilities for providing value to customers in the form of services. ITILv3 organizes those services in 5 categories to cover each stage of the service lifecycle: Service Strategy; Service Design; Service Transition; Service Operation and Continual Service Improvement.

Our offering consists of:

  • A team of professionals in the field of service management (SLA Managers, Change Managers, Demand Managers, Release Managers, Service Portfolio Managers, etc);
  • A complementary expertise in Service and Project Management to manage your project aiming at improving your IT services.

Typical missions we can run:

  • Analyze your needs and define your Service Strategy;
  • Bring the right profiles to design and implement some of your IT services;
  • Help you bring value to your customers by optimizing your IT services;
  • etc


  • See our Success Stories page for examples of service management missions
  • See our SM competences page for details on our service management expertise

Keywords, tools and technique:

  • Service Desk
  • Service Level Management
  • Capacity Planning
  • Change Request
  • Service Level Package
  • Service Design Package
  • Service Knowledge Management System
  • Service Portfolio Management
  • Demand Management
  • Service Catalogue Management
  • Availability Management
  • Incident Management
  • Problem Notification
  • CAB
  • Configuration Management
  • SLA
  • KPI
  • Release Management
  • Validation and Testing
  • Continual Service Improvement
  • Service Measurement
  • Plan-Do-Check-Act
  • and many more ...