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The Definitive ITSM Consulting Checklist: Your Guide to Finding the Perfect Partner

ITSM consulting is often a crucial step in ITSM implementation or upgrades. After all, ITSM workflow management can be complex and lengthy. That’s why your ITSM consulting partner should be able to handle ITSM processes and solutions. These include SLAs, knowledge management, and many ITSM tools.

This article will provide you with a handy checklist. It will show you how to find and verify a skilled ITSM consulting partner. As a result, you will save a lot of time and money. All this is thanks to efficient ITSM process design and customizations. Feel free to skip the parts that you have already covered.

1. Assess your ITSM consulting needs

ITSM is a broad term, but you usually ask for ITSM consulting to get a specific job done. You can investigate these jobs to specify your needs. If you know your ITSM work scope, please move to the next section.

The best source of information on what needs to be done about ITSM is your company and customers. For instance, you can:

  • conduct interviews with your IT staff and end-users,
  • analyze help desk tickets and service requests to identify recurring issues,
  • review performance metrics of IT services,
  • assess customer satisfaction with existing IT support.

This should give you a clear perspective on key focus points during ITSM consulting sessions.

Further reading

Learn how to create Jira ticket templates and manage Jira issues via Jira Issue Navigator:

Set up ITSM consulting goals

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Now it’s time to state what results you expect. Define them as specific, measurable, and time-bound goals. Examples may be as follows:

  • reduce incident resolution time by 30% within 6 months (read more about jira incident management),
  • improve user satisfaction scores from 6.5 to 8.5 out of 10 within a year,
  • create a self-service portal that handles 40% of common requests within 9 months.

Once you are done, it’s time to decide, how much you can invest to achieve this.

Establish an ITSM consulting budget

Building ITSM processes and other related activities is demanding. They always yield great benefits once completed. Still, prepare yourself for an initial investment. For instance, you can do the following:

  • Research typical costs for ITSM consulting services. Contact ITSM companies and ask for pricing if necessary.
  • Include costs for new ITSM tools. If applicable, you can receive them from ITSM experts as well.
  • Consider both short-term consulting fees and long-term ITSM implementation costs if applicable.
  • Estimate the internal resources (time and personnel) needed to support the project.

Completing these steps will get you ready for ITSM consulting services. But before you start looking for ITSM consultants, you may want to learn more about ITSM itself.

ITSM divided into services.
ITSM divided into specific services. Source: Globtier.

2. Research ITSM methodologies and best practices

Knowing ITSM methodologies and related topics is a sensible strategy. Especially since you will be working with them for a while. The chart below presents all the necessary concepts. Don’t worry if you don’t analyze them in detail. Getting the main gist is more than enough. Feel free to skip this part if you are familiar with ITSM.

ITSM best practices

Common ITSM frameworksKey ITSM conceptsTypical ITSM processes
ITIL – Information Technology Infrastructure Library. The leading ITSM framework. It provides comprehensive guidance on IT service management.
COBIT – Control Objectives for Information and related Technologies. Focuses on IT governance and management.
ISO/IEC 20000 – An international standard for IT service management.
DevOps – Emphasizes collaboration between development and operations teams.
Service strategy – Defining the approach to IT services.
Service design – Planning and designing IT services to meet business needs.
Service transition – Implementing new or changed services.
Service operation – Managing day-to-day delivery of IT services.
Continual service improvement (CSI) – Ongoing efforts to enhance service quality.
Incident Management – Restoring normal service operation after an incident.
Problem Management – Identifying and addressing the root causes of incidents.
Change Management – Handling changes to IT services in a controlled manner.
Service Level Management – Defining, monitoring, and reporting on service levels. This ensures they meet standards.
Knowledge Management – Creating, sharing, and handling information to improve efficiency.

3. Explore ITSM consulting providers

Now you know your ITSM needs and basic ITSM concepts. It’s time to find the right ITSM consulting partner. You can start by conducting online research. Then you can move to virtual and in-person interviews.

Unless you have chosen your ITSM consultant and only want to verify them. In that case, feel free to jump to the next section.

Seek online ITSM consulting recommendations

The internet is a great source of information here as well. You only need to find the right place. Here are a few suggestions:

  • LinkedIn: Use LinkedIn to search for ITSM consulting providers. Look for profiles with relevant ITSM certification, experience, and endorsements. LinkedIn groups can deliver valuable data as well.
  • Professional associations: Engage with organizations like itSMF (IT Service Management Forum) or ISACA. They often have directories of certified ITSM consulting partners.
  • Provider portals: Visit websites like the Atlassian Solution Partner Portal. You can find suitable ITSM consulting providers. Additionally, you can filter them even by specialties or badges.
  • Review platforms: Check sites like Clutch.co or Gartner Peer Insights. They contain ITSM consultant reviews.
Top 6 ITSM best practices
Top 6 ITSM best practices. Source: Sprintzeal.

Contact ITSM consulting insiders

Apart from ITSM consulting providers, there are many other ITSM experts. It’s a good idea to contact them and get a balanced opinion. Here’s where you can start:

  • Internal specialists: Reach out to colleagues in IT management roles. Other departments can also help. Talk to the procurement team about any existing relationships with consulting firms. You can also check with HR. They might have worked with management consultants with ITSM expertise.
  • Independent ITSM experts: Identify independent ITSM experts and follow them on social media. Some examples include @ClaireAgutter, @RoyAtkinson, and @gtsanker.
  • ITSM tools vendors: This applies if you use specific ITSM tools (e.g., Atlassian). Ask the vendors for recommendations of consultants who specialize in their products.

Identify reliable ITSM consulting providers

It is easy to spot true ITSM consulting professionals. Several distinguishing factors point to them, e.g.:

  • Case studies: Look for case studies on ITSM consulting companies’ websites. View examples of their work and success stories.
  • Certifications: Ensure potential consultants have relevant ITSM certification, e.g., ITIL, PRINCE2, or COBIT.
  • References: Ask for and check references from past clients. They will help you verify reliability.
  • Experience: Check what your potential ITSM consulting partner has done so far. Bear in mind the relevance to your case. This can include:
    • sector-specific experience (relating to your industry), 
    • client company size (whether they have worked with firms of similar sizes),
    • specialized knowledge (expertise in specific ITSM areas you need help with).
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4. Check ITSM consulting provider’s skills

This is the step where you contact potential ITSM consulting partners. Your best move is to verify their skills. Their desired abilities should align with your current needs. There are some specific areas you can analyze. Look at the examples below.

Verify SLA management skills

The ideal ITSM consultant should specialize in optimizing Service Level Agreements (SLAs). They should match various request types and priorities.

Assess business processes and tools

  • Your ITSM consulting provider should conduct a business process analysis. Then they should assess your current ITSM tools to design customized solutions. These should include complex SLAs for multi-tiered support structures.
  • Their focus on performance optimization should involve:
    • analyzing SLA adherence,
    • identifying bottlenecks,
    • providing actionable recommendations.
  • Some ITSM consultants can manage various types of SLAs from many different customers. See how it’s done here.

Ensure compliance and training

  • Compliance is essential to avoid faults or worse. So, your ITSM experts must align SLA configurations with industry regulations. They must also maintain audit trails for transparency.
  • Your ITSM consulting partners should offer comprehensive training and change management support. It should cover topics like how to create a Jira change request form. This ensures successful SLA implementation. They should also educate teams on best practices. Then they should promote knowledge transfer for ongoing management.

Receive reporting and support

  • Effective multi-channel SLA support is crucial for SLA execution. It allows for consistent tracking across customer touchpoints like email, chat, and phone. Make sure your ITSM consultant can deliver it.
  • The partner should also use SLA data to drive process improvements. They can optimize support workflows. That way they can ensure continuous enhancement of your ITSM processes.
Best Practices for SLAs.
Best Practices for Service-Level Agreements. Source: Jelvix.

Discover user experience support

The right ITSM consulting partner should optimize the user experience (UX). They should also enhance ITSM processes within the help desk as per IT help desk best practices.

Improve user request

  • Your ITSM experts should redesign request forms to be more intuitive. They can install conditional logic to show/hide fields and reduce unnecessary information.
  • As per the previous section, the partner should enhance the knowledge base. They must align the structure with organizational needs.
  • The ITSM consulting provider also should automate article recommendations based on user queries. They can upgrade search functionalities for easier data discovery.

Adapt user portals

  • The partner can create an intuitive interface to advance the self-service portal. It will serve well in submitting tickets and accessing knowledge.
  • The ITSM consulting provider should also introduce categorization and tagging for better organization.
  • They can enable users to add information during ticket transitions. Another good idea is providing multilingual support for diverse user bases.
  • The ITSM experts will also optimize Jira queue management. The best way is to:
    • centralize administration,
    • introduce automated triaging and routing of tickets,
    • set up SLA tracking and alerts to classify critical issues.

Customize the help desk

  • Your ITSM consulting partner can integrate your help desk with other enterprise systems. This will generate seamless data flow.
  • Another important step includes developing custom apps or scripts to extend functionalities.
  • They should also conduct audits to identify bottlenecks and areas for improvement. Your ITSM experts can optimize database queries and caching for faster response times. They can install load balancing for high-volume environments.
  • The ITSM consultant will also customize the help desk with branding elements. They can create themed help and support sites for internal or external users.
  • They might introduce advanced navigation features like promoted searches and quick links.
  • The ITSM consulting provider can include special AI and automation strategies for the IT help desk. They should improve the efficiency of service management processes.
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Learn about knowledge management practices

The right ITSM consulting partner should incorporate a comprehensive knowledge management system.

Check customization and integration options

  • They should design a customized knowledge base structure. It should match your organization’s needs. Utilizing industry-specific templates will ensure relevant documentation.
  • Seamless integration with ITSM tools like Jira Service Management (JSM) and Confluence is also beneficial. It will support efficient knowledge sharing and article creation.

Secure content creation and curation

  • The ITSM consulting partner should install workflows for reviewing and approving content to maintain quality.
  • Easy access and navigation features will enhance the user experience. They include intuitive search functionality and logical categorization. 
IT incident management process - 6 steps with examples.
IT incident management process: 6 steps with examples. Source: ManageEngine.

Provide content audits and reports

  • Your ITSM consulting provider needs to ensure the knowledge base remains effective. That’s why they should conduct regular content audits. They should also establish feedback mechanisms to identify areas for improvement.
  • They will use analytics and reporting tools to track article usage. They will also measure key performance metrics. These include request deflection and resolution times.

Ensure support and security

  • The ITSM consultant should provide training programs for agents and end-users. They should promote effective use of the knowledge base.
  • They will also offer change management support. It enables smooth integration into daily workflows.
  • Your ITSM experts should offer access control and permissions management. These will ensure the protection of sensitive information.
  • They should also create separate knowledge bases for internal and external users.

Provide automation and scalability

  • The ITSM consulting partner should introduce automated content updates. They should include changes in related tickets or system updates.
  • They should design the knowledge base to scale with the organization’s growth. It must accommodate increasing volumes of content and users.
  • The ITSM consulting provider should adopt Knowledge-Centered Service (KCS) methodologies. Then they can integrate knowledge creation into the support process. This fosters continuous improvement and content relevance.
  • The last step includes standardized formats and templates. These will further enhance consistency and ease of use across all articles.
Finding an ITSM Consulting Partner - a quote by Eliot Vancil: "One important thing to discuss with a possible ITSM expert is how to choose and use tools. Consider role-based licensing when looking at tools to get the best Total Cost of Ownership. It ensures you don't waste money on licenses for people who might not need full access, so your investment aligns with how much they use it.
 
It's also important to set up clear routines. For Continuous Service Improvement (CSI), automated process mining can make all the difference. This method uses software to examine your processes and find inefficiencies and bottlenecks you might need to see. It's a strong way to ensure your processes are useful and constantly changing to meet your business's needs.
 
Both security and cooperation are very important. A good ITSM expert can help you connect new tools to your current systems while following strict security rules to keep your data safe.
 
Lastly, pay attention to data and reports. A consultant should help you create a system for reporting that gives you useful information that you can use to make better decisions."
Advice on finding an ITSM consulting partner by Eliot Vancil, CEO at FUELLOGIC

5. Examine ITSM tools offered by partners

In most cases, ITSM consulting leads to implementing or modifying ITSM tools. That’s why you should know the presented software. Discover how well your potential ITSM consulting provider handles these solutions.

ITSM tools provide a variety of features that improve workflows. To deliver tangible examples, we will use ITSM software created by Atlassian. We will also show what functionalities a good ITSM consulting partner can incorporate.

Consider AI and automation capabilities

Improve productivity with ITSM tools

  • The right ITSM consultant uses AI and automation within Jira Service Management. They can use such properties to enhance productivity and service delivery.
  • They will deliver an AI-powered virtual agent. It can provide instant responses from the knowledge base. This ensures 24/7 self-service support and multilingual communication.
  • Intelligent ticket routing and prioritization will automate the classification of incoming tickets. Also, the tickets will go to the most suitable agents based on their skills and workload.
  • When choosing ITSM consultants, find those having much experience with JSM. One of them working with this solution for over 10 years is here.

Support ITSM knowledge management with AI

  • ITSM consulting partners can use AI-powered article recommendations to support finding help. They can also automate updates.
  • The ITSM consulting provider should also optimize workflows with AI. They do it through process mining. Another valuable feature is enabling dynamic adjustments based on real-time data. They can also automate SLA tracking and escalation processes.
  • They can improve search functionality. This facilitates easier information discovery for users.

Automate ITSM reporting

  • Your ITSM consultant can set AI to analyze data and draw valuable conclusions. It can also track down any anomalies. It can find unusual data patterns with ease.
  • They can also train AI to generate dashboards. These dashboards would be unique for each company role. The AI can make automatic updates.
Knowledge management lifecycle.
Knowledge management lifecycle. Source: Smartsheet.

Analyze customization and integration options

Align workflows with business processes

  • The right ITSM consulting partner will design and optimize custom workflows. These should align with business processes. It will ensure their efficiency.
  • Advanced workflow components will refine operations and reduce manual tasks. They include custom statuses and automation rules.
  • Your partner can also provide other Jira request management tasks. This includes creating dynamic request forms. They can simplify data collection by incorporating conditional logic.

Apply performance optimizations

  • Performance optimization will be a key focus. The ITSM consulting partner should conduct system audits to identify bottlenecks.
  • They should also optimize databases to improve response times.
  • Custom dashboards and advanced analytics will provide insights into service management processes. This will allow for informed decision-making.
  • Another critical step is ensuring scalability and implementing load balancing. Thanks to this, the ITSM consulting provider will prepare the system for increased request volumes.

Connect systems and create custom interfaces

  • The ITSM consulting provider should leverage Jira’s API and webhooks. You can connect them with other enterprise systems. This ensures real-time data synchronization.
  • Custom user interfaces and branding elements will enhance the help desk. They will provide a consistent experience across departments. This customization also allows for meeting the unique requirements of various teams.
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Look for platform unification features

Standardize processes across departments

  • The right ITSM consulting partner will use JSM to create a unified platform. It should extend beyond IT to various business functions such as HR, Facilities, and Legal.
  • They will introduce standardized processes and a centralized request management system. This will provide a single portal for all service requests.
  • A unified knowledge base can ensure that information is accessible to all teams. This option enhances cross-functional service delivery.
Further reading

Learn how to get started with Jira Service Management thanks to our guide:

Introduce department-specific customizations

  • Department-specific customizations will be crucial. Their features match each function.
  • For HR, this includes workflows for employee onboarding and leave management.
  • Facilities management tools will handle maintenance requests and asset management.
  • Legal functionalities will streamline contract reviews and compliance tracking.
  • The ITSM consultant will also focus on inter-departmental collaboration. They will ensure seamless handoffs and integrated communication across teams.
Further reading

Learn more about HR service delivery best practices from our next article

Provide scalability through automation

  • The ITSM consulting partner should deliver scalable automation to optimize workflows. They can use AI-powered support for intelligent ticket routing and response suggestions.
  • The partner should include the system’s continuous improvement. They can do it through feedback loops and process mining. With this, they will help you enhance your service delivery and operational efficiency.
  • Unified reporting and analytics will provide insights into service performance.
  • Centralized governance will ensure data privacy and compliance across departments.

6. Assess your ITSM consulting provider’s other skills

Technical or even business isn’t the entire deal. Inefficient communication and mismatched organizational approaches can still happen. And they can affect your incorporation of ITSM processes and tools.

For this reason, you should investigate your ITSM consulting partner’s soft skills. Make sure your companies are on the same wavelength.

Find an ITSM consulting partner with a compatible culture

  • Define your culture: Identify your company’s core values and cultural norms. Determine the personality traits and work styles that thrive in your environment.
  • Conduct culture-focused interviews: Discover how the ITSM consultant relates to your cultural values. Present hypothetical scenarios. Learn how they would respond in your work environment.

Assess your ITSM consultant’s communication style

  • Observe interactions: See how the ITSM consulting partner communicates during interviews and follow-ups. Consider how their communication style would fit with your existing team.
  • Assess flexibility: Assess their willingness to adapt to new work environments and processes. Have the ITSM consulting provider meet with various team members to get diverse perspectives.

You can read more about finding a cultural fit here. Although this area is less important, you can’t overlook it due to possible complications.

Company culture infographic.
Company culture infographics. Source: Visme.

Embrace the right ITSM consulting partner

Finding the right ITSM consulting partner is essential to your success. It leads to successful ITSM implementation and optimization. You can simplify the selection process on your part by:

  • assessing your specific needs,
  • establishing clear goals,
  • setting a realistic budget.

Utilizing our comprehensive checklist will ensure that you cover all essential aspects. They can range from understanding ITSM methodologies to evaluating potential ITSM consulting providers. You can assess them based on their skills, experience, and cultural fit.

Moreover, effective customization and integration of tools like JSM can enhance service delivery. This can happen across various departments, including:

  • HR,
  • Facilities,
  • Legal.

A strong ITSM consulting partner will not only optimize workflows and automate processes. They will also foster collaboration and communication within your organization. By prioritizing these factors, you can build a solid foundation for:

  • improved efficiency,
  • user satisfaction,
  • business success.

Identifying the right ITSM consulting partner will yield long-term benefits. It will also help your organization thrive in the complex IT landscape.

Do you need a reliable ITSM consulting partner?
Check out Deviniti’s offer! Feel free to contact us and ask any questions!
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FAQ about ITSM consulting

  • What are the potential risks of working with an ITSM consulting partner?

    Engaging with an ITSM consulting partner can bring significant benefits. But there are also potential risks and challenges to be aware of.

    One major risk is the possibility of misaligned expectations. Let’s assume the consulting partner doesn’t understand the company’s goals or business context. Then they may propose solutions that don’t align with the company’s needs. To mitigate this, it’s essential to have clear communication. Another good idea is a well-defined scope of work from the outset.

    The next challenge is the potential for cultural mismatches. Differences in work culture and values can lead to misunderstandings and conflicts. These can affect the collaboration’s efficiency.

    Additionally, a company might depend on the consultant for ongoing ITSM processes. It might limit the company’s ability to develop internal expertise and autonomy.

    Finally, managing costs can be a challenge. Consulting engagements can become expensive if not scoped and controlled correctly.

  • How can a company measure the ITSM consulting success beyond the initial implementation?

    You can assess the long-term success by the sustainability and impact of changes. Establish key performance indicators (for example, service desk KPIs) that align with the company’s strategic objectives. The important metrics to track include:

    • improvements in incident resolution times,
    • user satisfaction scores,
    • the efficiency of IT service management processes.

    Additionally, companies should conduct regular reviews and audits of the ITSM processes. This ensures they continue to meet evolving business needs. Feedback from end-users and IT staff can provide insights into ITSM solution effectiveness. It also highlights areas for further improvement.

    There are other crucial indicators of long-term success. One of them is the ability of the company to operate without reliance on the consultant. The last one is the continued enhancement of internal capabilities.

  • What qualifications should a company look for in an ITSM consultant to ensure they are a good fit for them?

    When selecting an ITSM consultant, look for specific qualifications and experience. They should align with the company’s industry and needs. Key qualifications include certifications such as:

    • ITIL,
    • PRINCE2,
    • COBIT.

    They show the consultant’s understanding of recognized ITSM frameworks and methodologies.

    Beyond certifications, it’s essential to assess the consultant’s industry-specific experience. This includes evaluating their experience with companies of similar size or sector. This experience can provide insights into industry-specific challenges and solutions.

    Another useful strategy is reviewing case studies or past projects. This can help determine the consultant’s ability to deliver relevant solutions.

    Additionally, seeking references from previous clients provides insight into the consultant’s abilities. This includes:

    • adapting their approach to different business environments,
    • their track record of achieving measurable outcomes.
  • What are the differences between ITSM frameworks like ITIL, COBIT, and ISO/IEC 20000? How should a company choose which one to adopt?

    ITIL, COBIT, and ISO/IEC 20000 are popular ITSM frameworks. Each one has distinct focuses and benefits.

    ITIL (Information Technology Infrastructure Library) is a renowned framework. It provides comprehensive guidelines for IT service management. The main focus is aligning IT services with business needs. This framework is process-oriented. Additionally, it offers detailed best practices for managing IT services throughout their lifecycle.

    COBIT (Control Objectives for Information and related Technologies) concentrates on IT governance. It provides a framework for handling IT governance and management practices. This includes:

    • developing,
    • implementing,
    • monitoring,
    • improving.

    COBIT is particularly useful for organizations looking to ensure compliance. It’s also useful for achieving strategic IT goals.

    ISO/IEC 20000 is an international standard for IT service management. It sets out the requirements for handling SMS (Service Management System). This includes:

    • establishing,
    • implementing,
    • maintaining,
    • continual improvement.

    It is beneficial for organizations seeking formal certification. They can show their commitment to ITSM best practices.

Dominik Letner

Content Specialist experienced in many business and technical fields. I am a fan of digital marketing in general, with a soft spot for content marketing. You can find my articles, translations, and even short stories in many different places. My hobbies include playing video games, reading fantasy/sci-fi books, and mountain hiking.

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