ITSM Practice

The ITSM practice covers IT service management — the discipline of designing, delivering, managing, and continuously improving IT services to meet the needs of clients and their users.

What This Practice Covers

ITSM at CDS spans service design, service transition, service operations, incident and problem management, and change management. The practice draws on established frameworks such as ITIL while remaining pragmatic about what actually works in complex, fast-moving client environments.

The practice works closely with Engineering and Product Delivery, recognising that the boundary between building a service and running it well is often blurry — and that getting it right requires collaboration across disciplines.

Standards and Ways of Working

The ITSM practice maintains the standards and approaches that define how CDS delivers and supports IT services — covering service design principles, operational practices, and the expectations we set for service quality across client engagements.

Practice standards are maintained by the ITSM Practice Lead and will be published here as the practice develops.

Development Pathways

The ITSM practice supports consultants in building expertise across service management disciplines — including guidance on frameworks such as ITIL, relevant certifications, and the skills that matter most at each career stage.

Development pathway details are maintained by the ITSM Practice Lead and will be published here.

Get Involved

Practice sessions and resources are open to everyone at CDS. If you work adjacent to service management — in engineering, delivery, or operations — you're welcome to engage with the practice.