SMC Consulting ITIL v4 certified engineers – ITSM consulting & implementation
SMC Consulting helps organisations structure and improve IT Service Management (ITSM) by combining ITIL v4-aligned practices with hands-on ITSM platform implementation. We support the definition of service management workflows, governance rules, and platform configuration so teams can operate consistently and measure performance over time.
- ITSM practices: Incident / Request / Change / Problem / Knowledge / CMDB
- ITIL v4: certified consultants involved in engagements
- Platforms integrations: ServiceNow / HaloITSM / Freshservice
Why ITIL® 4 certification matters for clients
When consultants share a standard framework, it reduces variation in how processes are defined, configured, documented, and measured. For clients, that typically translates into:
Less risk
Clearer approvals, controls, and traceability for service operations
More stability
Consistent workflows and ownership reduce avoidable exceptions
Faster resolution
Better routing, escalation, knowledge use, and measurable SLAs
Better alignment with the business
Services, priorities, and reporting are easier to standardise and review
Meet our consultants ITIL v4 / ITSM delivery
All SMC consultants are ITIL® 4 certified.
Hedi El Asmi
Senior IT Consultant | ITIL v4
See certifications
Typical ITSM focus areas
- Requirements and workflow specification (incident / request / change)
- Service catalogue and request form design
- KPI definitions and reporting requirements
- Operating procedures and
documentation
Sara Gutiérrez López
Manager, Support & Delivery | ITIL v4
See certifications
Sara supports ITSM work from a support and delivery management angle: service desk operating model, team execution, handoffs between support tiers, service ownership, and governance cadence. This perspective is often critical to ensure that ITSM process designs are usable in real operations and that reporting leads to actionable improvement.
Typical ITSM focus areas
- Support operating model (roles, queues, escalation)
- Delivery coordination and governance cadence
- Adoption and operational readiness
- Service performance review routines
Zakaria Makboul
ITSM Implementation Engineer | Process Automation Specialist| ITIL v4
See certifications
Zakaria focuses on ITSM implementation work: configuring workflows, automating fulfilment steps, integrating operational inputs, and ensuring that ITSM processes are executed consistently inside the tool. In practice this often involves routing and assignment rules, approval logic, SLA timers, automation triggers, and integration patterns (identity, collaboration, monitoring, asset sources).
Typical ITSM focus areas
- ITSM platform implementation and configuration
- Workflow automation and standardisation
- Integrations and operational tooling alignment
- Data capture rules for reporting quality
Afaf Atraoui
IT Consultant | ITIL v4
See certifications
Typical ITSM focus areas
- Workflow clarification and documentation
(as-is / to-be) - Ensuring workflow and platform configuration alignment with agreed ITSM processes
- Service Catalogue structuring (services, request items, categories, templates)
- Data capture rules and governance (fields, mandatory rules, validation, data quality)
- Continuous improvement support (feedback loop, simplification, adoption enablement)
Marc Abou Abdo
Consultant | ITIL v4
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Marc supports client initiatives by structuring requirements and translating them into clear work items through the lens of the ITIL v4 framework. He specializes in helping teams standardize processes and reporting by aligning service management with
business value. On ITSM topics, he leverages his ITIL v4 certification to document workflows, support configuration alignment, and ensure stakeholders share a unified understanding of roles (RACI), service levels, and success measures.
Typical ITSM focus areas
- Clarifying and documenting requirements to ensure alignment with the ITIL Service
Value System. - Workflow mapping and standardizing
practices to drive efficiency and continuous service improvement. - Defining KPI and reporting requirements focused on both operational output and business value.
- Stakeholder coordination, operational documentation, and defining clear priorities
and responsibilities.
They Trusted Us
experience
ITSM implementations across organisations
of different sizes and sectors
Our ITSM expertise aligned on ITIL v4 best practices
Our ITSM work covers the practices most often required to stabilise and standardise service operations, including incident management, service request management, change enablement, problem management, knowledge management, and configuration management (CMDB). For each area, we translate operational requirements into clear workflow rules (states, responsibilities, approvals, exceptions), consistent data capture, and measurable targets.
In practical terms, this means translating ITIL v4 practice concepts into implementable decisions: which states exist, who owns each step, how exceptions are handled, which approvals are required, what data must be captured, and how success is measured.
ITIL v4 for ITSM implementation
- A defined scope per practice (what is included / not included),
- Explicit roles (process owner, service owner, resolver groups, change authority),
- Standardised records (incident/change/problem/request fields and mandatory data),
- Measurable rules (SLA timers, pause conditions, breach handling),
- And a continual improvement loop (review cadence + backlog + ownership).
SMC Consulting ITSM services
ITSM assessment & baseline
We review the current situation across process, tooling, data quality and reporting. The output is a backlog and roadmap that can be executed in iterations.
improvements, delivery plan
ITSM practice design aligned with ITIL v4
- Incident management (priority model, escalation, major incident)
- Service request management + service catalogue (taxonomy, forms, fulfilment flows)
- Change enablement (risk model, approvals, standard changes, PIR)
- Problem management (RCA templates, known errors, link rules)
- Knowledge management + self-service (templates, governance, search metadata)
- CMDB / configuration management (scope, CI model, ownership, quality controls)
Platform configuration & integrations
Configuration work typically includes workflow/state models, forms, routing rules, SLA/OLA setup, permissions, and integrations (SSO/identity, collaboration, monitoring/event intake, asset sources).
Reporting, KPIs & governance
We define KPI calculation rules (business hours, pause conditions, exclusions), build dashboards, and set up a review cadence that results in actions (not just charts).
Flexible ITSM platform with a strong service desk core (tickets, SLAs, portal, knowledge, automation) that can be configured quickly and adapted to operational realities. Well-suited for organisations looking for pragmatic workflows and fast iteration.
Known for quick adoption and clear usability, Freshservice covers core ITSM needs such as service catalog, workflows, knowledge, approvals, and
reporting. Often a good fit for teams that want a clean setup, straightforward configuration, and rapid rollout.
ITSM platforms we
work with
We support ITSM implementation and optimisation on commonly used platforms. Scope typically includes workflows, forms, routing rules, SLAs, permissions, knowledge and portal structure, integrations, and reporting configuration. We are a multi-solution company and work across different ITSM platforms depending on your context and constraints.
Most frequently asked questions on ITSM and ITIL v4
It means the people working on the implementation share a common framework and terminology for ITSM practices, including roles, governance, and continual improvement. The implementation still requires organisation-specific decisions on workflows, approvals, data, and operating procedures.
Often yes. Improvements can focus on workflow rules, queue structure, SLAs, knowledge structure, reporting definitions, governance routines, and data quality within the existing platform.
Typical inputs are ticket exports, SLA definitions, a review of the service catalogue, and a walkthrough of the current platform configuration. Outputs are a baseline, gaps, and a prioritised improvement plan.
A CMDB is usually implemented iteratively: define scope boundaries, CI model and relationships, ownership, and quality controls first, then expand based on operational needs (impact analysis, change risk, incident correlation).
We define SLA targets, service hours, pause conditions, breach handling, and reporting rules so SLA compliance is measured consistently and can be used for operational decisions.
