ITSM Goodness is a dynamic, practical, fast-track approach that cuts through to the core of IT Service Management best practice. Clear and concise, it empowers you to ‘do the basics right’ and achieve the best business outcomes from IT, every time.

Getting the basics right

Simple to understand and straightforward to implement, ITSM Goodness is low cost and leads you to fast, successful results.

Getting the basics right means:

  • ‘Getting real’ – delivering practical successful solutions
  • Ensuring ITSM focus is on customer experience and business outcomes
  • Delivering value from ITSM projects and operations
  • Making sure that IT is able to protect as well as innovate for its customers
  • Cutting through the mass of industry output to focus on key messages

Simple – Straightforward – Sucessful

ITSM Goodness supports you to achieve and embed excellent customer satisfaction, aligned business outcomes and proven IT value as solid foundations for tangible, ongoing success

ITSM Offers

  • Masterclasses
  • Workshops
  • Training
  • Consulting

1. Engage and listen to customers

Start by trying to understand the customer experience and expectation of IT.

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2. Get problem management working

This is the game-changer that most organizations still struggle with. It requires the right person more than a good process.

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3. Build a service structure based on business outcomes

Services trump SLA’s, so build a picture of what you are delivering across IT.

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4. Report on the useful stuff

Stop producing piles of reports; report on services and on what’s important for the customer and business (not what IT does).

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5. Change and sell the pitch

Success needs to be communicated and marketed – continuously.

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6. Invest in the service desk, the focal point and flagship of IT

It needs quality and investment to make it work for the whole of IT.

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7. Get all of IT working together

It’s not just about the service desk; everyone must play a part and this needs to be made clear and managed with governance.

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