Your ITSM project delivered in 90 days, not 18 months.
180 implementations delivered, schedule held on 92% of our projects. We start within 30 days, with the team you meet at the scoping session. First step: a free 45-minute project scoping, quote within 48h.
- ✓Start within 30 days
- ✓Schedule held
- ✓180 implementations
- ✓ITIL v4 certified
The 12 ITSM platforms we master
12 ITSM platforms mastered. We implement the tool that fits your context.
Trusted by
Why ITSM projects derail, and how we avoid it
Most ITSM implementations do not fail on the technology: they fail on scoping, customisation debt and adoption. Our method attacks those three risks from day one.
🎯Scope creep
Every workshop adds "just one more workflow" and the project slides from 90 days to 18 months. Our scoping freezes a deliverable V1 scope; the rest goes into an openly agreed V2 roadmap.
🧱Customisation that becomes debt
Every step outside the standard complicates version upgrades. We configure the standard first, and only customise where it creates real business value: documented and reversible.
👥Adoption left until go-live
A perfectly configured tool nobody uses is a failure. Agent training, communication and change management start in the first week, not the last.
4 situations where we step in
From a first implementation to a project that needs putting back on track, these are the contexts where our project team adds the most value.
You have chosen your tool and now need to deploy it
The decision is made: ServiceNow, HaloITSM, Freshservice or another. What you need now is a realistic project plan, a team that knows the platform, and a fast start.
You are migrating from an existing tool
Data to carry over, processes to rebuild, a cutover to orchestrate without interrupting support. We have run this scenario dozens of times.
Your implementation is stalling or has derailed
A slipping schedule, a disappointing supplier, teams disengaging: we take over projects in flight. Diagnosis within 48 hours, costed recovery plan.
Your teams lack capacity or platform expertise
Your IT department is steering, but the product experience or the capacity is missing. Our consultants reinforce your project team, on site or remotely.
An ITSM project to launch or rescue? Let us talk scoping. 45 minutes, quote within 48h.
Book my free scoping →Our method: from scoping to go-live in 5 steps
A discipline proven across 180 implementations: a frozen scope, deliverables at every step, and a schedule we hold: 92% of our projects are delivered on time.
- 1
Free project scoping: 45 minutes
Scope, volumes, critical integrations, internal constraints and target milestones. You leave with a clear view of what the 90 days cover.
📋 V1 scope + quote within 48h
- 2
Project plan in 2 weeks
Workstreams, a detailed schedule, governance, RACI and a resourcing plan, aligned with your teams and their availability.
📋 A project plan validated with your IT leadership
- 3
Configuration: the standard first
ITIL v4 processes configured on the platform's native capabilities. Customisations are rare, justified and documented.
📋 A configured environment, demonstrable at every sprint
- 4
Acceptance and adoption
Testing with your agents, training by profile, internal communication. The tool reaches teams that are prepared, not surprised.
📋 Signed acceptance + trained teams
- 5
Go-live and 30-day stabilisation
An orchestrated cutover, hypercare, tracking of the baseline KPIs and handover of skills to your teams.
📋 Go-live held + KPI review at 30 days
What our clients say
SMC Consulting helped us step back and look at our service desk properly. Concrete recommendations, prioritised and immediately usable.
We already had an ITSM solution, but it was poorly used. The audit let us identify the right levers.
SMC Consulting's advisory approach let us improve our workflows and align the tool much better with our internal processes.
Why SMC Consulting?
The scoping team is the delivery team
No handover from sales to delivery, no offshore subcontracting. The consultants you meet at scoping are the ones who configure, train and deliver.
ITIL v4 applied, not recited
Our consultants are ITIL v4 certified and configure the processes on the platform's standard, without pointless ceremony or an over-engineered setup.
A methodology proven across 180 implementations
The same discipline on every project: frozen scope, deliverables per step, KPIs measured. That is what keeps schedules: 92% of projects delivered on time.
12 platforms implemented, from ServiceNow to HaloITSM
We implement and optimise the main ITSM platforms on the market. Multi-platform experience means configuration choices grounded in what actually works in production.
The questions IT leaders ask before entrusting us with their project
Good: we also work as a second opinion or as reinforcement alongside an integrator already in place: project quality assurance, leading specific workstreams, or taking over a scope that is stalling. Many of our engagements start exactly like that.
90 days is the typical project on a scoped V1: incident, request, change, service catalogue and basic reporting. That is precisely what the scoping is for: to tell you whether your context fits in 90 days, and if not, how long it does take. 92% of our schedules hold because we only promise what we have scoped.
That is more common than you think, and rarely beyond recovery. Diagnosis within 48 hours: the real state of the project backlog, the configuration debt, the blocking points. You receive a costed recovery plan: resume, re-scope, or restart from the standard.
Frequently asked questions
Let us launch your ITSM project, or put it back on track.
Book your free 45-minute project scoping. A senior consultant will call you back within 24 working hours, and you receive a quote within 48 hours of the conversation.
Free scoping · Quote within 48h · Start within 30 days