SMC Consulting provides ITSM consulting services to mid-size and large organisations: audits, tool selection, implementation, migration, service desk optimisation and NIS2. Our ITSM consultants are ITIL v4 certified, independent of any single vendor, and stay with you from the first 30-minute audit to the results measured six months later.
Most organisations that call us already have an ITSM tool. What they lack is a service desk that keeps up: a backlog that keeps growing, SLAs that are reported but not controlled, a CMDB nobody trusts, or a contract renewal coming up with no clear view of the alternatives.
We work with IT managers, service desk managers and CIOs in organisations of 500 to 50,000 employees. We look at your processes, the data in your tool and the way your teams really work, then fix what holds the service back: reconfiguring the platform you have, choosing a new one, moving your history across, or building NIS2 obligations into everyday operations.
We work on site or remotely across Belgium, Luxembourg and France. The consultants who scope the work are the ones who deliver it.
Service desks set up or rebuilt across several ITSM platforms, for mid-size and large organisations.
Ticket history, knowledge bases and CMDB data moved from one tool to another, with test migrations and a parallel run before every cutover.
Mid-size companies and large groups in Belgium, Luxembourg and France, including the organisations in the logo strip above.
SMC Consulting has delivered IT projects since 2006; 180 of them were ITSM implementations. That is why the method below is repeatable.
A senior consultant reviews your service desk with you and gives you a maturity score and your three priorities. Free, no commitment.
Each service can be booked on its own or as part of a wider programme. For each one you can see what you receive, how long it usually takes and who works on it.
The starting point when you know something is wrong but not yet what. A senior consultant reviews your support organisation, volumes, tooling and friction points with you.
For a first ITSM tool, a contract renewal or a merger that leaves you with two tools. We turn your requirements into a weighted grid and compare the platforms that fit your context.
When the tool is chosen and the project needs a plan, a team and a fast start. We configure the platform's standard first and start adoption work in week one, not at go-live.
Leaving ServiceNow, TOPdesk, Freshservice, Jira Service Management, Cherwell or Zendesk? We migrate what you need to keep, clean it, test it and run both tools in parallel before cutover.
For a service desk with a capable tool and disappointing results: a growing backlog, SLAs that slip, low adoption. We work on triage, SLA design, knowledge, automation and workflows.
For organisations in scope of NIS2 that need the obligations to work day to day: critical assets in the CMDB, the 24h/72h/1-month reports in the incident process, and evidence an auditor accepts.
Every engagement follows the same five steps, whichever service you start with, and each step ends with a deliverable you can use even if you stop there. A typical engagement: the free audit, a two-week diagnosis, then one or two of the services above, with the results reviewed after six months. The method is applied by our ITIL v4 certified consultants. Larger programmes add a PMO: see our ITSM project management support.
A senior consultant takes stock with you: support organisation, volumes, tooling, major friction points and objectives. Deliverable: An ITSM maturity score and first directions.
Analysis of the processes, the ticketing data, the governance and the real adoption by your teams. Deliverable: A prioritised action plan, delivered in 2 weeks.
Quick wins, structural workstreams, a realistic budget and schedule, aligned with your internal constraints. Deliverable: A roadmap validated with your IT leadership.
Our consultants lead or reinforce your workstreams: ITIL v4 processes, tool configuration, change management. We do not hand your project to a third-party subcontractor. Deliverable: Quick wins delivered in the first weeks.
The indicators set at the start are measured and published: backlog, resolution times, satisfaction, adoption. Deliverable: ROI documented on your own KPIs.
Independent advice on process and tool, a method, and a team that stays to deliver. The right choice while the question is still open: what to fix, which tool, in what order. This is what SMC Consulting does.
Configures one platform and is paid for days and licences. Good at building what has been decided, less suited to telling you whether it was the right decision. We often work alongside an integrator as your independent view.
Flexible and often expert on one tool. Works well for a clearly defined task; harder when process, data, tooling and change management all need attention at the same time.
We recommend the platform that fits your requirements, users and budget. HaloITSM is our pick for most mid-size and large organisations: ITIL coverage close to ServiceNow at a mid-market price. ServiceNow ITSM remains the right answer for some large groups, and we are a ServiceNow implementation partner.
Our advice is independent. If you choose HaloITSM, we can also supply the licences as its certified partner, and we tell you so up front.
For a side-by-side view, read our comparison of the 10 best ITSM tools, or see why HaloITSM is our pick.
What IT managers ask us before a first engagement.
An ITSM consultant helps you organise how IT services are delivered and supported: incident, request, problem and change management, service levels, the CMDB, and the tool that runs them. Our consultants audit the current setup, recommend what to change, then lead or reinforce the work with your teams until the results can be measured.
It depends on the scope, so a day rate on its own says little. The first 30-minute audit is free. After that, every step is costed in advance as a defined deliverable, the two-week diagnosis for example, so you know what you pay for before you commit to the next step.
Check five things: independence from vendors, ITIL v4 certification, whether the people who scope the work will deliver it, references on your platform and at your size, and whether outcomes are measured against a baseline. Each criterion is explained in the section above.
Good: we are not competing with your integrator, we are your independent view. An integrator earns from selling days and licences; our role is to check that your interest stays at the centre of the project. Many of our engagements start alongside an integrator already in place.
Yes. Every SMC Consulting consultant is ITIL v4 certified, and we apply the framework to your context rather than reciting it. Read more about our ITIL v4 certified consultants.
Our advice is independent. If you choose HaloITSM, we can also supply the licences as its certified partner, and we tell you so up front. For ServiceNow, we are an implementation partner, not a reseller.
A free 30-minute audit, then a two-week diagnosis with a prioritised action plan. After that, depending on your needs: leading workstreams, optimising processes, or supporting a tool selection or migration. Every step is costed in advance and measured at six months.
Yes. The firm is based in Belgium and works on site or remotely across Belgium, Luxembourg and France. We do not hand your project to a third-party subcontractor: SMC Consulting consultants do the work.
We hear that often, and it is precisely why an engagement starts with a diagnosis, not with an off-the-shelf solution. 180 ITSM implementations across manufacturing, services, the public sector and healthcare: the method adapts to the context, never the other way round.
Book your free 30-minute audit. A senior consultant takes stock of your service desk with you and leaves you with your three priorities.
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