ITSM platform uplift that teams can actually adopt
Independent ITSM consultant across ServiceNow, Ivanti and Jira, focused on CMDB trust, portal experience and adoption.
I help organisations move from reactive delivery to trusted foundations, starting with a clear assessment and roadmap, then supporting implementation and uplift.
Assessment led · delivery backed · built for BAU
How I help
Helping teams improve trust, usability and delivery outcomes across ServiceNow, Ivanti and Jira, starting with a clear assessment and roadmap, then supporting implementation.
Platform Assessments and Roadmaps
Assess the platform, confirm constraints, and deliver a phased roadmap with clear priorities that your team can execute.
CMDB, Discovery and Service Mapping
Build trusted CI data, discovery coverage, and relationships that support impact analysis, reporting, and operational confidence.
Integrations and Automation
Improve how users log work and find answers through cleaner processes, simpler design, and better self-service.
ITSM and Portal Experience
Improve how users log work and find answers through cleaner processes, simpler design, and better self service.
ITSM Platform Team Capability Assessment
Your platform team feels stretched, but is it really a capability challenge?
This structured assessment helps ITSM and platform leaders understand how well their current capability setup supports their workload, roadmap, and goals. It highlights where gaps in skills, structure, or governance may be limiting delivery and shows how improving alignment, enablement, or team design could make the biggest difference.
Assessment offerings
Targeted assessments with clear deliverables, designed for specific outcomes across platform experience, automation, and adoption.
Intent First Virtual Agent Assessment
Track 1: Intent Snapshot
Select the right journeys, lock the first three, and leave with built-ready conversation blueprints.
Outcome: A confident first release plan your team can execute.
Track 2: Virtual Agent Health Check
Find what’s breaking trust and adoption, then fix it with a prioritised uplift plan.
Outcome: Higher containment and fewer fallbacks to tickets.
Microsoft 365 Experience and Integration Assessment
Map how requests and approvals actually flow across Outlook, Teams and the portal, then leave with clear channel guidance and an integration priority list to reduce noise and re-keying.
Outcome: Fewer update chases, cleaner approvals, and clearer channel ownership.
Typical focus areas: approvals, notifications, request updates, channel governance, integration priorities.
Portal Intake and Experience Assessment
Reduce unclear requests and bounce by improving portal pathways, forms, and routing. We confirm intake reality and deliver a prioritised plan for practical portal updates.
Outcome: A build ready fix plan your team can implement.
Optional module: Ivanti portal transition.
GenAI Knowledge Readiness Assessment
Review whether your knowledge is ready to support grounded, trustworthy GenAI answers. Identify answer risks, governance gaps, and the first fixes before you scale.
Best for: Teams planning a pilot or fixing weak knowledge.
Outcome: A clear readiness view and prioritised next steps.
Start with a quick check
Free quick checks to help you spot gaps and choose the next best step.
Portal Experience Quick Check
See how clear your intake is and whether users trust the portal across key entry points.
3 to 5 minutes
GenAI Knowledge Readiness Quick Check
See whether your knowledge is ready for GenAI search and answers.
3 to 5 minutes
More tools coming
More free tools will be added over time. Explore the full library to see what is available now.
About Me
I’m an independent ITSM consultant specialising in ServiceNow, Ivanti and Jira. I help teams improve platform trust, simplify self service, and reduce operational workload.
My work typically starts with a focused assessment and roadmap, then moves into hands on delivery where needed. I’m known for clean platform design, pragmatic CMDB governance, and solutions that BAU teams can run confidently.
I’ve delivered platform rollouts, CMDB and discovery programs, portal uplifts, and integration-led automation that reduces workload across government and enterprise environments.
Project Experience
Selected engagements across ServiceNow, Ivanti and Jira, focused on clean foundations, better experiences, trusted data, and measurable workload reduction.
Discovery & Service Mapping to restore CMDB trust at scale
Improved infrastructure visibility and CMDB trust across the broader enterprise
Portal simplification & catalogue optimisation
Simplified the portal and reduced catalogue sprawl using evidence from usage data
Automation & integrations with measurable reduction
Automated catalogue fulfilment and delivered integrations that reduced Service Desk effort by ~40%
Start the Conversation
Planning a platform uplift, CMDB redesign, or portal reset? Tell me what’s happening, and I’ll suggest the best next step.