Self-service portal: how to reduce L1 tickets by 20–40%
Discover how an ITSM self-service portal reduces support workload, speeds…
Read more
ITSM Implementation and Workflow
Automation for Your Organization
SMC Consulting partners with European organizations across Belgium, France, Luxembourg and Switzerland to
implement and optimize the platforms that power daily operations. This include ITSM, customer support, CRM, workflow
automation and knowledge management.
implement and optimize the platforms that power daily operations. This include ITSM, customer support, CRM, workflow
automation and knowledge management.
Too many transformation projects stall because strategy and execution live in different teams. At SMC Consulting, we
close that gap. Our consultants configure platforms, migrate data, train teams, and stay involved until your systems run
the way they should. That means fewer delays, fewer surprises, and tools your people actually adopt.
close that gap. Our consultants configure platforms, migrate data, train teams, and stay involved until your systems run
the way they should. That means fewer delays, fewer surprises, and tools your people actually adopt.
What you get
ITSM implemented end-to-end
We set up processes, portals, catalogs,
SLAs, dashboards, and governance, then make sure the workflows are usable in
day-to-day operations.
Automation around the tool
We automate approvals, routing, notifications, escalations, and cross-tool handoffs. We connect systems so data
stays consistent across your stack: service, support, CRM, knowledge, projects.
stays consistent across your stack: service, support, CRM, knowledge, projects.
Adoption that sticks
Role-based enablement, playbooks, communication support, and a continuous improvement backlog based on real usage
— so the platform improves over time and stays aligned with operations.
Certified partners Of
We combine recognized expertise and cutting-edge solutions for an automated
and tailor-made work environment.
Why SMC Consulting?
You don’t need “more software.” You need a rollout that delivers
outcomes quickly and is adopted by teams.
outcomes quickly and is adopted by teams.
25+ years in digital transformation
Complex transitions, governance, security constraints and multi-
tool environments. We have seen it and delivered through it.
Platform-agnostic
We recommend based on fit, not reseller incentives. We work across HaloITSM, ServiceNow, Freshservice, Make and Document360.
Industry focus, always
Long sales cycles, multi-tier support, internal service management. We understand your complexity.
Fast, structured execution
Short cycles, clear milestones. Each step delivers working workflows, validated integrations and measurable reporting.
Certified expertise
ITILv4 certifications across every platform we implement. Current with every major release.
Active across Belgium, France, Luxembourg
and Switzerland.
Trusted by mid-sized and enterprise
organizations across industries
They Trusted Us
Solutions adapted to your market and business challenges
Every engagement starts with your business goals, not a product pitch. We help you select, configure, and roll out the right platforms across IT, sales, and customer operations. Whether you’re based in Brussels, Paris, or Luxembourg City, our team works closely with yours. Explore our full service offering or dive into the areas below.
SMC Consulting, we offer customized solutions to meet your specific needs. Whether you are looking to optimize your sales management, automate marketing, improve customer support or manage your projects efficiently, our experienced consultants are here to help.
Our business applications are designed to solve your business problems and maximize your results.
Project & Work Management
Structure work, align teams,
track outcomes
Learn more
Sales & CRM
Pipeline visibility, automation, better follow-up
Learn more
Marketing
lead capture, nurturing, reporting, and handoffs to sales
Learn more
Customer Engagement & Success
Ticketing, SLAs, knowledge, customer portals
Learn more
IT Service Management (ITSM)
Service catalog, incidents, changes, CMDB foundations
Learn more
Workflow Automation & Integrations
Connect tools, automate approvals and routing
Learn more
Knowledge Management
Reduce repetitive questions, improve self-service
Learn more
Chatbots & AI
smarter routing and answers, powered by your knowledge base
Learn more
IT Service Management (ITSM) Consulting and Implementation
ITSM is our core expertise. We implement your platform and the processes around it, then automate the handoffs that slow teams down.
Bring structure to how your teams handle incidents, changes and service requests. We set up ITSM platforms so your IT department can deliver consistent, measurable support without manual overhead.
In practice, this is where teams see the fastest gains: fewer back-and-forths on requests, better visibility on workload and SLAs, and predictable service operations across teams and locations.
What we implement
Service portal and service catalog
Clear request paths, fewer back-and-forths and a user experience that encourages self-service.
Incident and request management
Routing, priority rules, SLA tracking and escalation workflows
that run without
manual intervention.
Change
management
Approval workflows,
risk assessment steps and audit-ready tracking.
Problem and knowledge workflows
Repeat issues reduced through structured
root-cause analysis
and linked knowledge content.
Reporting that supports decisions
Service performance, SLA trends, workload insights and continuous improvement tracking.
ITSM Platforms
we work with
If you are still selecting your ITSM tool, start with
our ITSM vendor evaluation criteria or explore our
full ITSM services.
Full ITSM implementation for mid-sized and growing organizations. HaloITSM Belgium expertise included.
ITSM consulting and implementation for enterprise-
scale service operations.
scale service operations.
Freshworks-based ITSM setup and ongoing support
for teams that need speed and simplicity
for teams that need speed and simplicity
Digital Transformation
scope beyond ITSM
ITSM is often the entry point because service operations are measurable, workflow-based, and high-impact. But the same approach : workflow clarity, automation, integrations, and adoption applies across every operational function.
We support transformation across:
We support transformation across:
ITIL v4–certified expertise
Requests, incidents, changes, SLAs, reporting,
and governance
Customer support operations
Triage, categories, QA, knowledge integration,
and self-service portals
Business operations
Approvals, employee onboarding, internal
requests, and cross-team handoffs
RevOps workflows
Handoffs between marketing, sales, and customer success where friction creates revenue leaks
Knowledge foundations
Structured content that powers self-service,
reduces ticket volume, and enables AI safely
Use cases where ROI shows up fast
If you have repeated requests, high volume and cross-team handoffs, you can improve
speed and consistency quickly.
- Service desk modernization (portal, catalog, SLAs, routing)
- Employee onboarding and offboarding workflows (requests, approvals, tracking)
- Change workflows (approvals, risk steps, traceability)
- Knowledge-driven deflection (fewer tickets, faster resolution)
- Sales workflow automation (handoffs, follow-up consistency, data sync)
Helpful read: ITSM Automation & Orchestration
Platforms & Technology Partners
We implement and integrate a focused set of proven platforms. Each one is selected because it solves a real operational
problem and because we know it inside and out. Whether you need to streamline service operations, enhance customer support,
automate workflows across departments or optimize your IT infrastructure, our certified consultants deliver implementations that
produce measurable results within weeks, not months.
We do not resell tools. We partner with platform vendors so we can implement, configure and support their products at the highest
level. That means you get honest recommendations based on what fits your organization, your team size, your budget and your
integration requirements.
A full-featured ITSM platform built for
mid-sized and growing organizations. We
are a certified HaloITSM partner with deep expertise in the Belgian and European market. From incident management to CMDB, we configure HaloITSM to match
your service model from day one.
ServiceNow is a leading IT Service Management platform designed to streamline IT operations, automate workflows, and enhance service delivery across organizations. We provide ServiceNow ITSM consulting for organizations that need advanced workflow automation, governance and cross-departmental service delivery at scale.
Freshworks offers software solutions for customer service, sales, and marketing, improving customer engagement.
A cloud-based business telephony solution with call routing, recording, analytics and CRM integration. We set up Ringover for sales prospecting, customer support and internal communication so every call is logged, tracked and actionable inside your existing platforms.
Apollo.io is an intelligent sales engagement and prospecting platform that empowers sales teams with data-driven insights, automated lead generation, and advanced contact management tools for enhanced prospecting and revenue acceleration.
A powerful no-code integration. Make offers an automation platform that allows businesses to connect their applications and processes for seamless coordination and intelligent task automation.
How We Execute Digital Transformation Projects
We follow a clear, five-step approach on every engagement whether
it’s a single platform rollout or a multi-tool transformation program spanning offices in Belgium, France, and Luxembourg.
it’s a single platform rollout or a multi-tool transformation program spanning offices in Belgium, France, and Luxembourg.
- Discover Objectives, current workflows, tools, constraints and baseline metrics. You get an honest evaluation, including whether your existing platforms can do more before you invest in new ones.
-
Recommend: We design and map target workflows, roles, governance, rollout scope and integration
priorities and present a clear roadmap. - Implement Configuration, portal and catalog setup, SLAs, automation, integrations and validation. Every setup includes data migration, user training and documentation so your team is ready from day one.
- Enable Role-based training, playbooks and adoption checkpoints.
- Optimize Reporting cadence, continuous improvement backlog and automation expansion. Our goal is to make your team self-sufficient.
Learn more about how we work
Learn from Our Case Studies.
Resources for ITSM decisions and rollout planning
If you are building an internal business case or selecting a tool, these resources help you move faster
with practical guidance.
with practical guidance.
Change management in ITSM: best practices and implementation
Explore how change management ITSM controls risk, prevents outages, and…
HaloITSM licensing cost breakdown: complete pricing guide
Learn how HaloITSM licensing cost works, including typical per-agent pricing,…
Frequently Asked Questions About Our Consulting Services
What types of organizations does SMC Consulting work with?
We work primarily with mid-sized companies and enterprises in Belgium, France, and Luxembourg. Typically organizations with growing IT teams, complex internal operations, or multi-channel customer support needs. If your team is struggling with disconnected tools or manual processes, we can help. Visit our about page to learn more about who we are.
Which ITSM tools does SMC Consulting implement?
We implement HaloITSM, ServiceNow, and Freshservice. We can also help you select the best fit based on your requirements, constraints, governance needs, and total cost of ownership. See our ITSM vendor evaluation criteria for guidance.
How do you choose which platform to recommend?
We start with your requirements,not with a product. After assessing your workflows, team size, budget, and integration needs, we recommend the platform that fits best. Because we partner with multiple vendors, our recommendations are driven by what works for your business ,not by commercial agreements.
How long does a typical implementation take?
It depends on scope. A single-platform rollout — such as a helpdesk or CRM — typically takes four to eight weeks. Larger programs involving multiple tools and integrations may run three to six months. We provide a detailed timeline during the recommendation phase so there are no surprises.
Can you help with platforms we've already deployed?
Absolutely. We regularly help organizations optimize, reconfigure, or extend platforms they’ve already invested in. Sometimes a well-tuned existing tool creates more value than a brand-new one. Get in touch to discuss your situation.
Let's Talk About Your Next Step
Whether you’re evaluating new platforms or trying to get more from the ones you already have, we’re
here to help you make progress not just plans. SMC Consulting works with teams across Belgium,
France, and Luxembourg who are ready to move forward.
here to help you make progress not just plans. SMC Consulting works with teams across Belgium,
France, and Luxembourg who are ready to move forward.
