Services
What we do
ITSM consulting for internal IT teams that want their service management environment built properly
Most common starting point
ITSM implementation and migration
For teams implementing HaloITSM, Freshservice, or Jira Service Management for the first time, or migrating off a platform that isn't working.
We configure or migrate your platform around your existing workflows, so your team recognizes the system on day one. If something in your process is worth improving, we flag it as an optional next step, not a condition of the work.
The problem this solves
Most ITSM platforms fail during setup, not after. Teams either inherit a generic best-practice template that doesn't match how agents actually triage tickets, or they DIY it and end up with a system nobody fully understands six months later. Agents route around the platform with side-channel messages and spreadsheets, and leadership can't trust the reporting.
How it works
Discovery call — how your team actually handles tickets today, exceptions included.
Workflow mapping — documenting the real process, not the idealized one.
Configuration or migration — built to match your mapped process.
Training — hands-on walkthroughs, not just a manual.
Handoff — full documentation, plus optional improvement notes.
Who this is for
Internal IT teams with roughly 10-75 agents already handling tickets in some form, whether on a struggling platform or an ad hoc system of email and spreadsheets.
Starting at
$8,500
What's included
ITSM health check
For teams already live on a platform who want a second opinion.
We review your current configuration and workflows and flag what's working, what's not, and what's worth fixing. No obligation to act on any of it.
The problem this solves
Teams that implemented DIY or through a reseller often don't know what they don't know. Tickets get resolved, but SLAs quietly slip, automations go stale, and reporting doesn't reflect reality. A health check surfaces this before it becomes a bigger issue.
How it works
Discovery call — what's prompting the check (a specific pain point, or just wanting a second opinion)
Review — we go through workflows, SLAs, automations, and reporting against how your team actually uses the system
Findings report — a prioritized list of what's working, what's not, and what's worth fixing, with no obligation attached
Who this is for
Teams already on HaloITSM, Freshservice, or Jira Service Management for six months or more who suspect something isn't optimized but aren't sure what.
Starting at
$1,500
What's included
ITIL process design
For teams ready to formalize beyond basic ticketing.
Change management, problem management, or a properly structured service catalog, designed for your platform and team size. Scoped after a health check or on request, never a prerequisite to working with us.
The problem this solves
Teams that scale past basic ticketing often hit a wall: change requests get approved informally over Slack, problem management doesn't exist so the same incidents keep recurring, and the service catalog is really just a list of ticket types with no real structure behind it. This works until it doesn't, usually right when an audit, compliance requirement, or a bad outage exposes the gap.
How it works
Process design workshop — mapping how change, problem, or service catalog requests should flow for your team's size and structure
Documentation — the process is written down and includes clear ownership (RACI)
Platform configuration — the platform is configured to actually enforce and support the new process, not just describe it on paper
Who this is for
Teams that have outgrown reactive ticketing and want formal ITIL-aligned processes, without a full framework overhaul they don't have bandwidth for.
Pricing
Scoped per project
What's included
Virtual ITSM admin
Ongoing expertise, without a full-time hire.
Monthly retained ITSM administration for teams that need continued optimization and support but don't have the internal bandwidth to keep configuring and refining the platform themselves.
The problem this solves
Once a platform is implemented, someone still has to keep it working: new hires need onboarding into the ticketing system, automations need adjusting as workflows evolve, and small configuration drift accumulates over months. Most internal IT teams don't have the bandwidth or specialized ITSM knowledge to do this well on top of their regular workload, and hiring a full-time specialist for ongoing maintenance is hard to justify.
How it works
Monthly check-in — reviewing what's changed in your team's workflows and what needs adjusting
Configuration work — implementing changes, new automations, or fixes directly
Direct access — you reach the person doing the work, not an account manager relaying requests
Who this is for
Teams past implementation who want a standing resource for ongoing configuration changes, new automations, and periodic reviews.
Starting at
$2,500/mo
What's included
FAQ
Common questions
What ITSM platforms do you work with?
Do we need to already have an ITSM platform?
What size IT team do you typically work with?
How long does a typical project take?
What do we get when the project is done?
Do you offer ongoing support after the project?