Design, Build & Embed Service Management
Modern IT service management demands more than processes on paperIt must be designed around people, built with purpose, and embedded into your teams’ work. Whether you’re starting from scratch or evolving a fragmented service model, iCore’s proven approach ensures service management becomes a high-performance asset, not an overhead.
We help you move beyond theory and frameworks, delivering real, usable service capability aligned to your organisation’s culture, pace, and ambitions.
Why Choose Us?
Many organisations struggle to implement service management in a way that truly sticks. Off-the-shelf frameworks like ITIL® offer guidance, but results often fall short without precise tailoring and expert implementation.
At iCore, we bring decades of hands-on experience designing service management capabilities that fit. We work with you to define the right model, build the necessary components, and embed them through innovative governance, empowered teams, and continuous improvement mechanisms.
This service is ideal if:
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You’re introducing service management into a growing IT or digital function
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Existing practices are fragmented, inconsistent, or poorly adopted
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You’re aiming for ITIL alignment but need help making it real and relevant
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You’re preparing for a new tool, operating model, or sourcing approach
What’s included?
Depending on your requirements and maturity, our service typically includes:
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Current state assessment – Understand your existing practices, challenges, and opportunities
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Target operating model design – Tailored to your business context, maturity, and ambitions
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Process design & documentation – Focused, usable processes built around key value streams
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Governance and roles – Clear structures for decision-making, accountability, and continuous improvement
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Knowledge transfer & upskilling – Practical coaching and support to build internal capability
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Embedding support – Change adoption strategies and ongoing coaching to ensure lasting success
Ready to build service management that works?
Whether you need an end-to-end transformation or targeted support on key processes, iCore can help. Let’s design something that delivers value from day one — and keeps delivering as you grow.
Contact us today to start a conversation about building service management that fits your world.
Frequently Asked Questions
What experience do your consultants have?
Our seasoned consultants bring decades of experience in IT service management, working across various industries and sectors. They are certified in leading frameworks like ITIL4, Lean, Agile, and DevOps, ensuring that their expertise aligns with modern best practices and your organisation’s needs. Whats different with iCore consultants is that you are not getting fresh theory but the battle scars that only come with experiance.
How long does a typical service management assessment take?
The duration of an assessment depends on the scope and complexity of your organisation’s Agile and DevOps practices. Typically, our assessments take between 2-4 weeks, including a full evaluation, report generation, and a roadmap for improvement.
How will this assessment support my organisation's long-term goals?
Our assessments provide you with actionable insights that align with your long-term digital transformation strategies. We focus on optimising value streams and aligning service management with business outcomes, driving continuous improvement and efficiency.
How will conducting this assessment help me with digital transformation?
Our Modern Service Management Assessment identifies opportunities for leveraging modern frameworks like Agile and DevOps, along with emerging technologies, to streamline your service delivery processes. This assessment will provide a clear roadmap for aligning your IT services with your digital transformation goals, improving efficiency, and enhancing customer experience.
How do you assess the health of our current ITIL4 practices?
We conduct a comprehensive health check of your Agile and DevOps practices, focusing on people, processes, technology, and partners. We’ll assess the maturity of your current practices and identify gaps in service delivery that can be improved to align with modern best practices.
Why choose iCore
With years of experience in the IT industry, across many different sectors, our team is well equipped to conduct a full assessment of your Agile and DevOps capabilities, whilst working with you and your team to develop a roadmap of realistic, measurable improvement actions.
We have helped numerous organizations improve and transform their current IT practices and ways of working, in order to drive real value throughout their business and deliver high levels of service quality and customer satisfaction.