INDEPENDENT ITSM ADVISORY & IMPLEMENTATION SUPPORT

Clear direction.
Practical change.
Better services.

Turn your service management priorities into an approach your organisation can put into practice.

Work with João Costa to assess gaps, design effective practices and support implementation — connecting ITIL guidance and ISO/IEC 20000 requirements with your business context.

Discuss your challenge Explore advisory services

SPECIALIST SUPPORT. CLEAR DELIVERABLES.

Advisory services.
Practical deliverables.

From understanding today's gaps to making tomorrow's service management more effective.

ITSM Assessment
& Improvement

Agree the assessment scope and review practice documentation, service performance, roles and relevant evidence. Discuss business impact with stakeholders and agree priorities against objectives and constraints.

WHAT YOU TAKE AWAY

An evidence-based gap assessment, agreed improvement priorities and a scoped roadmap.

Discuss your challenge

Operating Model
& Governance

Clarify decision rights, accountable service ownership and the interfaces between customers, internal teams and suppliers. Design governance reviews and escalation arrangements around your operating context.

WHAT YOU TAKE AWAY

A documented operating model, decision responsibilities and service governance interfaces.

Discuss your challenge

ISO/IEC 20000
Advisory

Review gaps against ISO/IEC 20000-1:2018 and support Service Management System design, implementation and readiness evidence. This is advisory support; certification is a separate assessment by a certification body.

WHAT YOU TAKE AWAY

A requirements-based gap analysis, evidence priorities and certification-readiness plan.

Discuss your challenge

ITSM Tool
Advisory

Define service and control requirements, assess proposals and agree proof-of-concept criteria. Support platform decisions and implementation governance, including risks, dependencies and adoption needs.

WHAT YOU TAKE AWAY

Clear requirements, proposal findings, PoC criteria and a structured decision basis.

Discuss your challenge

Service Configuration
& CMDB

Define the configuration information needed for service decisions, including relationships, authoritative sources, reconciliation and data ownership. Establish sustainable controls; the scope goes beyond implementing a database.

WHAT YOU TAKE AWAY

A configuration information model, source and ownership rules, and data quality controls.

Discuss your challenge

ITSM Coaching
& Workshops

Work with service owners, managers and operational teams through focused workshops and mentoring. Apply guidance to an agreed challenge and document the responsibilities, decisions and actions developed together.

WHAT YOU TAKE AWAY

Documented workshop outputs, agreed actions and clarified responsibilities.

Discuss your challenge

ISO/IEC 20000-1 specifies requirements for a Service Management System. Certification demonstrates conformity within its defined scope; advisory support helps you prepare for that assessment.

A SCOPE THAT FITS YOUR NEED

How we can work together.

Agree the objectives, evidence, deliverables and responsibilities before starting.

A focused assessment

Review an agreed part of your service management and establish the gaps and priorities that matter.

A defined advisory assignment

Work through a specific decision, governance question or design challenge, with agreed outputs.

Ongoing implementation support

Support your team as it adopts agreed practices, aligns tools and reviews progress.

João provides independent advice and implementation support. Your organisation retains decisions, accountable owners, access to evidence and responsibility for adoption and operation.

Work directly with João Costa: ITIL Expert, with more than 20 years in ITSM and an ISO/IEC 20000 Consultant qualification obtained in 2006. Meet your consultant

A PRACTICAL PATH TO IMPROVEMENT

From understanding
to measurable change.

Start with your objectives. Adapt the stages to the agreed scope; a focused assignment may use only the stages it needs. Tailor practices and controls to your services, business objectives and applicable requirements.

01
Understand
Clarify your services, business objectives, stakeholders and operational constraints.
Shared context and agreed scope
02
Assess
Review practices, evidence and performance to identify gaps and priorities.
Evidence-based starting point
03
Design
Define the target model, ownership, controls and a realistic improvement roadmap.
A practical plan for change
04
Implement
Support adoption, align tooling and help your team put the agreed approach into practice.
Changes embedded in daily work
05
Measure & improve
Review outcomes and establish a sustainable rhythm of continual improvement.
Visible progress and clear next steps

EXPERIENCE IN PRACTICE

Selected engagements.

Anonymised examples of consultancy work, showing the challenge, my contribution and the advisory outputs delivered.

Financial services

Requirements and vendor assessment

Independent ITSM platform evaluation

The challenge: A financial services organisation needed to assess whether a proposed ITSM platform replacement would support its operational needs and service management controls.
My contribution: I reviewed the vendor proposal against ITIL guidance, ISO/IEC 20000-1 requirements and the organisation’s governance needs. The assessment examined process workflows, AI-assisted capabilities, security, supplier dependencies and implementation safeguards, identifying gaps and questions requiring clarification.
The output: A structured assessment of strengths, weaknesses and control gaps, providing a clear basis for challenging vendor claims and informing the procurement decision.

Telecommunications

Service Management System governance

Maintaining service accountability across supplier boundaries

The challenge: Changes in infrastructure ownership and third-party delivery arrangements raised questions about responsibilities and control within an established Service Management System.
My contribution: I reviewed the governance implications and developed guidance on responsibilities, supplier interfaces, service commitments, risk and assurance evidence. The work addressed how the organisation could retain accountability for services while external parties operated supporting infrastructure or processes, aligned with ISO/IEC 20000-1:2018.
The output: Proposed governance provisions clarifying retained accountability, required supplier controls and the evidence needed to demonstrate effective oversight.

Enterprise IT

Service Configuration Management

Clarifying configuration information flows and CMDB responsibilities

The challenge: Configuration information came from several technical and operational sources, creating a need to explain how those sources contributed to a consistent service management view.
My contribution: I documented and clarified the Configuration Management System architecture, distinguishing source systems, data reconciliation and the operational CMDB. The work covered inventory sources, database extracts and manually declared attributes, while separating configuration information from deployment records.
The output: A documented architecture showing how configuration data flowed between systems and where reconciliation occurred, providing a basis for defining ownership, data quality controls and future integration requirements.

Facing a similar challenge? Let’s discuss your situation.

Discuss your challenge

FIND YOUR STARTING POINT

Start with an ITSM Health Check.

20 questions. Six areas. Immediate results and suggested improvement priorities, with no email required.

Take the Health Check

Discuss your priorities and the support you need.

Discuss your challenge

Clear direction. Practical change. Better services.

Advisory services. Practical deliverables.

ITSM Assessment & Improvement

Operating Model & Governance

ISO/IEC 20000 Advisory

ITSM Tool Advisory

Service Configuration & CMDB

ITSM Coaching & Workshops

How we can work together.

A focused assessment

A defined advisory assignment

Ongoing implementation support

From understanding to measurable change.

Understand

Assess

Design

Implement

Measure & improve

Selected engagements.

Independent ITSM platform evaluation

Maintaining service accountability across supplier boundaries

Clarifying configuration information flows and CMDB responsibilities

Start with an ITSM Health Check.

Discuss your priorities and the support you need.

Clear direction.
Practical change.
Better services.

Advisory services.
Practical deliverables.

ITSM Assessment
& Improvement

Operating Model
& Governance

ISO/IEC 20000
Advisory

ITSM Tool
Advisory

Service Configuration
& CMDB

ITSM Coaching
& Workshops

From understanding
to measurable change.