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Mark Emberson, Director, Service Development Transport for NSW

Service Management Specialists is a boutique IT Service Management consulting practice. We work to overcome IT challenges and business complexities by applying our IT service management domain expertise, collaborative strategic consulting work style to form a simple, clear and effective approach. We help our clients navigate on their own improvement journey - with a high emphasis on knowledge sharing and close guidance.
Our Vision

To simplify business process and create modern work practices that enable organisations to deliver more value.

Kirk Penn, ITSM Improvement Expert

Find out more about Kirk

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Kirk is a certified ITIL expert and Six Sigma Green Belt. He has worked on a variety of ITSM based transformation programs for more than 20 public and private organisations over the past 15 years, including Utilities, Telecommunications, Banking & Finance, Government & Public Sector, Real Estate & Transportation industries. He builds internal client teams & capabilities partners with external service providers and mobilises Service Management Specialist experts to deliver successful outcomes for his clients. He is regularly called on by senior leaders and executives to provide ITSM strategy and guidance on complex projects across Asia Pacific.

...Kirk is an extremely capable consultant with deep expertise in the area his current focus (Service Management)....Having worked closely with Kirk as a fellow consultant for about 10 months, I can say that that he is a clear thinker with ability to turn cluttered situations into clear problem statements. He is a hard worker who provides advice with deep substance - based on significant ground work.. He is capable of single handedly taking a client on the journey from problem definition to solution benefit realization... Personally, he is fun guy to work with as well... I look forward to working with Kirk again...

Santosh, ITSM Transformation Consultant

Who do we work with?

We work with technology leaders such as IT Managers, CIO’s and CTO’s, who are wanting to improve their current ITSM capabilities. If you feel like you have an underperforming team and are looking for creative ways to expand what you can do, we are here to help. You may benefit from our services if you are looking to:

  • Consolidate & streamline legacy processes, multiple business units or departments

  • Harmonise process maturity across multiple service providers environments and ecosystems

  • Improve or formalise communications and performance across teams

  • Raise the credibility of IT within the business and remove IT being perceived as a cost centre

  • Establish formal process capabilities & modern employee experiences

  • Formalise more comprehensive response and restoration to major or critical Incidents and disruptions

  • Develop more modern IT support & adopt contemporary operating models 

  • Deliver large programs of work that need to transition into normal operations

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Thrive in complex situations

We thrive in complex and ambiguous situations - our goal is to create clarity & alignment.

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Collaborative & Diverse

We understand how to collaborate. We work strategically and tactically to simplify challenges.

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Customer Excellence

We focus on customer excellence. We develop trusted relationships with a broad range of stakeholders.

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Innovative Leadership

We provide innovative leaders. We are passionate about customer success, emerging trends & disruptive technology

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Structured & Creative

We are structured thinkers, highly creative problem solvers yet analytical with strong commercial acument

Our assignments are often extremely complex and require us to navigate, unpack and reveal insights across people, processes and technology - we are able to deliver value for our clients by anchoring to our values. 

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