ITSM and ITOM

ITSM and ITOM for predictable IT operations, not a service desk putting out fires.

For IT departments at companies with 50 to 500 employees. We structure support and operations based on ITIL 4: a service desk that resolves issues, changes that don't take production down, a CMDB you can trust and metrics leadership understands.

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What's included

ITSM and ITOM, in practice

We start with the tool and processes you already have. Switching tools only comes in when the tool is the real bottleneck.

Service deskSupport channels, categorization, support tiers and service level agreements designed so users get resolved on first contact.

Incidents and problemsAn incident flow with clear priorities and problem management that tackles the root cause instead of reopening the same ticket every week.

Change managementRisk classification, change window, approval proportional to impact and a rollback plan. Standard changes skip the committee; risky changes get attention.

Service catalog and requestsWhat IT delivers, how fast and with what approval — published for users and automated for the support team.

CMDB and asset managementInventory of configuration items and their relationships, fed by automatic discovery and with a defined owner for each class.

Automation and metricsAutomation of repetitive tasks and a dashboard with first-contact resolution, backlog, MTTR, reopen rate and SLA compliance.

References

Best practices that guide the project

ITIL 4Service management practices are the foundation of the design, adapted to the size of your IT. A process nobody follows isn't best practice, it's documentation.

ISO/IEC 20000-1For those who need to demonstrate service management to clients or in public tenders, the project already produces the records and evidence the standard requires.

Service level agreementsSLAs with the business and internal agreements between teams, measured by the tool and reviewed based on data, not perception.

ISO/IEC 27001Change, access and asset management are also security controls. The design uses the same process for both purposes.

Want to measure where your company stands before we talk? The AI governance checklist has 12 items and takes about 15 minutes.

How we start

Four stages, with a concrete deliverable in each one.

Short cycles, a defined timeline and a goal stated before we begin. You know what you get and when.

Assessment

Review of ticket history, interviews with the support team and with the people they serve, and a maturity assessment by practice.

2 weeks

Design

Processes, categories, support tiers, SLAs and catalog, prioritized by what hurts most today.

2 to 4 weeks

Implementation

Configuration in the tool, integrations, service desk training and assisted cutover.

4 to 8 weeks

Continual improvement

Monthly metrics review, process adjustments and next automation steps.

ongoing

What you get

Deliverables, not slide decks.

Maturity assessment by ITIL practice, with improvement priorities
Incident, problem, request and change processes documented and configured
Published service catalog, with SLAs per service
CMDB with defined scope, owners and update routine
Service desk and operations metrics dashboard
Training for support and operations teams

Frequently asked questions

What people ask before getting started.

Do you implement the ITSM tool?

Yes. We help you choose one when there is no tool yet, and we configure the one you already have. The biggest gain almost always comes from a well-designed process, not from switching tools.

What is the difference between ITSM and ITOM?

ITSM is the management of the services IT delivers to users: support, requests, changes. ITOM is the operation of the infrastructure behind them: monitoring, events, assets, automation. A good service desk depends on both.

Isn't ITIL too bureaucratic for a mid-sized company?

Applied to the letter, it is. We use only the practices that solve your problems, at the level of detail your team can sustain.

Can AI be used in the service desk?

Yes, and it is usually the next step once the process is organized: automatic triage, self-service and alert correlation. We cover this in detail on our AI for ITSM and ITOM page.

How soon does the service desk improve?

The first gains — categorization, queue and SLA — show up within a few weeks after implementation. Problem and change management maturity takes a few improvement cycles.

Related services

Areas that usually go together.

Contact

Let's talk about ITSM and ITOM for your company.

Describe your situation in a few lines. We reply within one business day with a proposal for an initial conversation — free and with no commitment.

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Emailcontato@nexaops.cloud

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Tell us a little about your challenge. We will get back to you with a proposal for an initial conversation.