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ROCKCREST

ITSM CONSULTANTS

Our ITSM Consultants specialize in implementing, optimizing, and managing IT Service Management processes and tools based on frameworks like ITIL. They streamline IT operations, improve service delivery, automate workflows, and ensure alignment with business objectives, enhancing overall IT efficiency and customer satisfaction.

Key skills and certifications for ITSM Consultants include expertise in ITSM tools like ServiceNow, BMC Remedy, and Cherwell, knowledge of ITIL best practices, and strong project management skills. Certifications such as ITIL Foundation, Certified Information Systems Security Professional (CISSP), and ServiceNow Certified System Administrator validate their expertise, helping organizations achieve efficient, reliable, and compliant IT service operations.

Hiring ITSM Consultants? Schedule a call with one of our recruiters to discuss your hiring needs and how we can best assist you.

ITSM TECHNOLOGY

We provide specialist consultants who possess extensive experience supporting all IT Service Management technologies. Select any of the below ITSM systems for more information about our busiest areas.

ITSM PROJECTS

Organizations engage IT Service Management (ITSM) Consultants for a variety of projects to improve their IT service delivery, enhance customer satisfaction, and ensure efficient management of IT resources. Below are some of the most common ITSM projects and tasks our consultants are utilized for:

ITSM Implementation and Deployment

Selecting and deploying ITSM tools such as ServiceNow, BMC Remedy, Cherwell, or Jira Service Management. Configuring and customizing the ITSM tool to align with the organization’s IT processes and requirements. Migrating data from legacy systems to the new ITSM platform.

Incident and Problem Management

Implementing processes and tools for efficient incident and problem management. Setting up automated incident tracking, root cause analysis, and problem resolution workflows.

Configuration Management Database (CMDB)

Designing and implementing a CMDB to track and manage IT assets and their relationships. Integrating the CMDB with other ITSM processes and tools to provide accurate and up-to-date configuration data.

Knowledge Management

Setting up a knowledge management system to capture, store, and share IT knowledge and best practices. Creating and maintaining a knowledge base for common issues, solutions, and user guides.

IT Asset Management

Implementing IT asset management processes to track and manage hardware and software assets. Ensuring compliance with licensing agreements and optimizing asset utilization.

Event Management and Monitoring

Setting up event management processes and tools to detect and respond to IT events. Integrating monitoring tools to provide real-time visibility into IT infrastructure and services.

Service Improvement and Optimization

Conducting assessments and audits to identify areas for improvement in ITSM processes. Implementing continuous improvement initiatives to enhance service quality and efficiency.

User Training and Change Management

Providing training sessions and materials to ensure users are proficient in using ITSM tools and processes. Implementing change management strategies to facilitate user adoption and minimize resistance.

Disaster Recovery and Business Continuity

Developing and implementing disaster recovery plans and business continuity strategies. Ensuring IT services can be quickly restored in the event of a disruption.

Service Desk Setup and Optimization

Establishing or optimizing the IT service desk to improve incident management and user support. Implementing best practices for ticket handling, escalation processes, and service level agreements (SLAs).

Change Management

Implementing change management processes to ensure smooth and controlled changes to IT systems. Setting up change request workflows, approval processes, and change advisory boards (CABs).

Service Catalog and Request Fulfillment

Developing and maintaining a service catalog to provide a centralized repository of available IT services. Implementing request fulfillment processes to streamline service requests and approvals.

Service Level Management

Defining and managing SLAs to ensure consistent service delivery and performance. Monitoring and reporting on SLA compliance and performance metrics.

ITIL Process Implementation

Implementing ITIL (Information Technology Infrastructure Library) best practices for ITSM. Aligning ITSM processes with ITIL frameworks to improve service delivery and management.

Release and Deployment Management

Implementing processes for planning, scheduling, and controlling the release of new or changed services. Ensuring smooth deployment and minimizing disruption to existing services.

IT Governance and Compliance

Establishing IT governance frameworks to ensure alignment with business goals and regulatory requirements. Implementing compliance processes and reporting mechanisms to meet industry standards.

Automation and Orchestration

Implementing automation tools to streamline repetitive IT tasks and workflows. Using orchestration tools to integrate and automate end-to-end IT service delivery processes.

Customer Experience and User Satisfaction

Implementing tools and processes to measure and improve customer experience and user satisfaction with IT services. Conducting surveys and gathering feedback to identify and address areas for improvement.

MEET OUR ITSM RECRUITERS

Senior Recruiter

INFRASTRUCTURE TEAM

Senior Recruiter

INFRASTRUCTURE TEAM

Senior Recruiter

INFRASTRUCTURE TEAM

Senior Recruiter

INFRASTRUCTURE TEAM

LEARN MORE

Complete the below form to schedule a 15-20 minute, no obligation call with one of our specialist recruiters. We can discuss your objectives and hiring needs, available consultants and rates. We can also answer any questions regarding our processes, market experience and how we can best support you. We look forward to working with you.

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