ITSM Practice Design, Documentation & Implementation

FAQs

What is ITIL practice design, documentation and implementation support?

It’s a consulting service that helps you define how each ITIL practice should work in your organisation (design); capture it in clear, usable artefacts (documentation); and embed it into day-to-day operations (implementation). The goal is consistent ways of working that people can follow, measure, and improve.

Who is this service for?

This service is for any organisation who need to uplift practices, standardise delivery, or support an ITSM tool implementation. Example delivery methods.  

• Option 1: Outsource the project to ITSM Hub 

ITSM Hub will lead the delivery of the key policy, process and standards for the practices prioritised.

We understand your team can be really busy, one of the key benefits of this option is having your staff continue with BAU activities. Our team can have scheduled check-ins with your team to provide updates and ensure deliveries are being met.

Example team - ITSM consultants, Change Manager and a Project Manager to ensure everything runs smoothly.

• Option 2: ITSM Hub x Joint operation

If you have team members that would be able to assist in the uplift project we can work alongside each other, let us know what sort of bandwidth your team have, and we can provide the remaining ITSM experts required.  

Both of these options are viable; it does depend on how quickly you would like to move on some of these initiatives and who you may have available that can assist. 

What outcomes should we expect?

Common outcomes include clearer accountability (RACI); consistent execution across teams; improved reporting and KPIs; faster onboarding; reduced operational risk; and better customer and user experience.

What deliverables do you provide?

Deliverables are tailored to scope, but commonly include: - Practice/process policy and standards - Process/practice flows and descriptions - Roles and responsibilities (RACI) - Metrics/KPIs and reporting approach - Templates, models, and sample documents - Transition plan and implementation/runbook - Handover pack with status, risks/issues, and recommended next steps

Which ITIL practices can you help with?

We can support a wide range of ITIL and ITSM practices. Common uplift areas include Incident Management; Problem Management; Change Enablement; Service Request Management; Service Level Management; Service Catalogue Management; Service Desk; Release Management; Availability Management; Capacity and Performance Management; Knowledge Management; and IT Asset Management.

How does your sprint-based approach work?

Work is delivered in stages (sprints/work packages).

For each practice we typically

• Confirm target state and priority use cases
• Review current state materials and gaps
• Facilitate workshops with stakeholders
• Draft policy/flow/RACI/metrics/reporting 
• Socialise, iterate, and prepare for sign-off
• Agree transition timing and support rollout
• Monitor early adoption and capture improvements

How long does a documentation uplift take?

Timeframes vary based on the number of practices in scope, the size of the documentation gap, and the availability of internal stakeholders for workshops and reviews. After an initial discovery, we’ll recommend a realistic plan and sequencing.

How much time will we need to commit internally?

We aim to minimise dependency on your internal team, but you’ll still need time for: 

• Initial scoping and prioritisation 
• Workshops/interviews with practice owners and SMEs 
• Reviewing drafts and providing feedback 
• Approvals/sign-off and rollout coordination 

We’ll propose a cadence that fits operational constraints.

Do you provide templates, or do you work with ours?

Both. We can work within your existing templates and standards, or provide templates and refresh the look and feel to improve usability and consistency.

Can you run multiple workstreams in parallel?

Yes. Where it makes sense, we can run practices in parallel (e.g., separate work packages) to accelerate delivery, while still managing dependencies and standardising common models.

Do you help with implementation and adoption, not just documentation?

Yes. We can provide early-life support during cutover, including coaching and mentoring for practice leads, awareness sessions, feedback capture, and guidance on leveraging enabling tools.

Can you support an ITSM tool implementation or upgrade?

Yes. We can help define process requirements, standard models, and functional specifications to support tool upgrades or replacements, and ensure practices and tooling align.

How do you handle organisational change management (OCM)?

Practice uplift often requires OCM to be successful. We can work alongside your change capability (internal or external) and design adoption activities into the rollout plan (communications, training/awareness, coaching, reinforcement, and measurement).

How do you ensure the documentation is practical and used?

We focus on fit-for-purpose detail, co-design with the people who run the work, and build in adoption activities (coaching, early-life support, and measurement). Documentation is structured so it’s easy to find, follow, and maintain.

What do you need from us to get started?

Typically: - Your objectives, constraints, and priority pain points - Any existing roadmaps, assessments, or audit findings - Current process/practice documentation (if any) - Stakeholder list (practice owners/SMEs) and availability - Tooling context (ITSM platform and reporting needs)

How do you price this work?

Pricing depends on scope (number of practices), complexity, and delivery approach (single stream vs parallel work packages). We’ll confirm scope and provide an estimate and delivery plan.

What happens after we request a quote?

We’ll confirm your goals and scope, recommend sequencing and a delivery approach, and provide a proposal outlining deliverables, timeframes, and resourcing. If needed, we can start with a short discovery to validate the documentation gap and priorities.

Can you work with government, regulated, or security-conscious environments?

Yes. We can align to your governance and security requirements and work within your access, tooling, and documentation standards.

How do we request a quote?

Use the Request a Quote form or contact us to book a short discovery call. If you can share the practices in scope and your target timeframe, we can respond faster with an accurate estimate.