Practice 02
Service Management & Operations
Service management is where risk stops being a report and becomes an operating rhythm. ITIL-aligned incident, problem, change, release and knowledge governance, built and run inside regulated banking and healthcare environments — including a 24/7 estate across three data centres and an infrastructure platform serving more than 2,000 internal customers. The practice also covers the machinery underneath: an environment that is hand-maintained, undocumented and frightening to change is the one that misses its dates, so the delivery path gets the same governance as the tickets that run on it.
Services
What this practice delivers.
Incident & Problem Management
Triage, escalation and recovery paths that hold under pressure — plus the problem discipline that stops the same incident returning next quarter with a new ticket number.
Change & Release Governance
Change advisory, release coordination, and approval gates calibrated to cut release-related incidents without turning every deployment into a committee meeting.
Delivery & Infrastructure Automation
Deploy pipelines, declarative DNS, SSL and reverse-proxy management, service supervision, job queues, and backups that are restored on a schedule rather than hoped about — plus the incremental route off brittle, hand-maintained infrastructure onto object storage and config-driven deploys, with a way back at every step.
Service Delivery & SLA Management
Availability and performance commitments for business-critical applications, measured honestly and reported where decisions actually get made.
Disaster Recovery & Operational Resilience
DR readiness for revenue-critical systems: tested recovery, documented ownership, and a plan that survives contact with a real outage.
Vendor & Supplier Operations
Multi-vendor and multi-client environments held to their SLAs, with delivery performance tracked against the contract rather than asserted in a QBR deck.
Platform Architecture
Multi-tenant systems, module boundaries, and configuration design that stay maintainable at feature ten — not just at launch. Architecture is what decides whether an estate can be operated at all.
ITSM Tooling & Knowledge Management
ServiceNow ITSM and the knowledge base behind it, configured so the process people actually follow is the process that was designed.
Workflow & AI Automation
LLM tooling wired into real operational workflows — observable, reversible, and governed like any other production dependency rather than bolted on after the fact.
Track record
Where this has been done before.
Figures below are drawn from programs led inside the organizations named. Client engagements remain confidential.
- At Wells Fargo — Incident, Problem, Change, Release and Knowledge Management governance for an infrastructure environment supporting more than 2,000 customers.
- At GE Capital — release-related incidents reduced 50% through change governance redesign, across 10+ concurrent infrastructure and application releases.
- At GE Capital — vendor on-time delivery across multi-client environments lifted from under 20% to more than 65%.
- At GE Capital — SLA performance on banking applications supporting $6B in managed assets improved roughly 20% through incident recovery process redesign.
- At GE Capital — a 24-person operations team leading a 24/7 Wintel and Unix estate across three data centres.
- At Altria Corporate Services — a flagship global network and data centre programme delivered across five countries three months ahead of schedule, and shared-services infrastructure consolidated across global support operations.
- A multi-site platform built and operated first-hand: one deploy pipeline, one reconciler managing DNS, SSL and reverse-proxy configuration declaratively across every domain, shared authentication, object storage and a job scheduler.
Tell us what is breaking, what is slow, or what you are afraid to touch.
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