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Service Management Specialists are process experts with deep experience in unpacking complexities and simplifying internal processes. Our heritage is ITIL and IT Service Management. We’re known for providing strategic ITSM solutions as part of some of the most complex projects in Australia and Asia Pacific and that’s why we are relied upon as the starting point for many companies that contact us. We are someone you can rely on as a trusted advisor. We provide long lasting solutions that will improve your business from the inside out.

Click the links below to find out more about the services we offer:

Strategic ITSM Consulting & Advisory

...Kirk is a total professional with a great amount of ITIL knowledge and experience.  His easy communication style and thoughtful approach has been much appreciated in helping us on our ITIL journey..... 

John Davies, CIO, Cancer Council NSW

        Our Strategic ITSM Advisory service is focused on helping technology leaders make the best choices possible for the future. 


We start with identifying and understanding your desired results. Once goals are understood, we can move to assessing your current capabilities, as well as identifying strengths, weaknesses, opportunities, and threats. We will then develop a specific strategy that outlines a clear path for the future including the various steps required to achieve your goals. 


We help develop measurable results. We care about asking the right questions, capturing your perspective, overlaying good practices, and developing a clear picture of the future. Our goal is to empower you to make clear improvement decisions tailored to meet the specific needs of your organisation and to modernise ways of working.


Key focus areas: 


  • Facilitating and Defining Strategic Goals

  • Identifying specific ITSM Operational Uplift Strategies & Road-Maps

  • Introducing and Applying formal IT Service Design 

  • Operational Discovery, Capability Design & Gap Analysis

  • Defining Strategic and Tactical Implementation Plans 

  • Defining Improvement Work Packages

  • ITSM Maturity Assessments and Snapshots

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ITSM Improvement Delivery Programs

Our core ITSM Improvement Delivery Program underpins your digital transformation goals. As a trusted partner, we augment your existing team with our ITSM expertise to provide you with faster and focused improvement results. 


From large digital transformation programs to tactical & discrete Improvements, our goal is

to overcome outdated ways of working and get results fast by providing our practical

industry-leading solutions, sharing our expert knowledge and leveraging 15 years of

proven experience modernising IT Processes. 


Justin Dymock, Principle Consultant Sourcing &

Talent Aquisition,

Rumble Asia

...His total

professionalism, enthusiasm

and attention to detail were

key assets in being able to lead and manage customer work shops and convey the benefits of standardising service management across the organisation...

​Key focus areas: 


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ITSM Process Solutions

More Details

  • Incident Management and Service Desk Services

  • Service Catalogue Management

  • Request Fulfilment

  • Problem Management

  • IT Governance Modelling

  • Software Asset Management

  • Release Management

  • Configuration Management & Asset Management (SACM)

  • Demand Management 

  • IT Financial Charge Back Management

  • Service Design

  • Service Level Management

  • IT Service Continuity Management

  • Service Transition

  • Change Management (Change Control)

  • Availability Management

  • ‘Body of Knowledge' development

ITSM Process Solutions​


Service Transition Solutions​

More Details

Service Transition Solutions​


  • Integrating Ecosystems or Support Agreements with Service Providers

  • Establishing or Acquiring new Business Lines

  • Consolidating Legacy Capabilities

  • Deliver Large Programs of Work into Business-as-Usual Teams

  • Establishing Shared Services Operational Excellence

  • IT Services Orientation

  • SIAM - Multisource & Federated Operating Modelling

Modern ITSM Solutions

More Details

Modern ITSM Solutions

  • ITSM Toolset & Technology Implementations

  • Dashboards & Insights

  • Operational Excellence 

  • High Performing Teams

  • Service Experiences & Digital Workflows

  • Digital Innovation Platform

Strategic ITSM C & A
ITSM Improvement Delivery
ITSM Leaders Improvement Forum
ITSM Leaders Improvement Forum

Mark Higgins, Business Analyst

...Kirk's knowledge, experience and leaderships skills were exceptional, taking the team through many challenges to develop us into a mature and disciplined group...

Our goal is to help you get MORE from your IT Service Management improvement initiatives, projects, and programs. Our ITSM Leaders Improvement Forum provides a unique opportunity for a small group of focused leaders who are seeking to undertake ITSM improvements within their organisations in a collaborative and structured masterclass group format.   


The ITSM Leaders Improvement Forum is led by a Service Management Specialists’, ITSM improvement expert. This service anchors our Service Management Improvement Methodology, providing a highly collaborative environment where like-minded leaders share, learn, and grow by working together to achieve their own specific improvement goals.  




You’re a good fit if you’re:


  • A sponsor or leading an ITSM Improvement stream or similar performance improvement initiative.   


  • You are curious about learning how to make ITSM Improvements and are committed and ready for change. 


  • You have a progressive mindset, where you are prepared to collaborate and work with others on their improvement journey.  


  • You are open and prepared to support and encourage others within the group environment.   

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