Kingsmede : build, learn, growEmbedding IT Service Management at an aerospace manufacturer.
Engaged to embed proper IT Service Management processes at an aerospace manufacturer — built not by dictating a framework, but by bringing the team along to design, and own, a model fit for how they actually worked.
The brief
The manufacturer needed structured IT Service Management processes in place, but a framework imposed from outside was never going to stick in an organisation with its own deep technical expertise and ways of working. We were engaged to embed ITSM properly — in a way the team would understand, trust, and keep using long after we'd gone.
Building relationships before building process
We started with the people, not the process. Time was spent building strong relationships with key stakeholders across the business to properly understand the requirement — what the organisation actually needed from its service management capability, not just what a standard framework would prescribe.
Understanding the current situation
From there, we built an honest picture of the current state — how work really moved through the organisation, where the friction was, and what was driving the demand on IT services. That picture became the foundation for everything that followed, keeping the design grounded in reality rather than theory.
Workshops that built the solution together
We led a series of workshops bringing the team together to design the solution collaboratively. Rather than presenting a finished framework, we facilitated the team through the decisions themselves — shaping processes that reflected how the organisation needed to operate.
Taking the team on the journey
Throughout, the focus was on bringing people with us. Involving the team in shaping the model built genuine buy-in, and with that buy-in came ownership — the new processes became something the team had built and believed in, not something handed to them to follow.
The outcome
The aerospace manufacturer came away with a properly embedded ITSM model, designed collaboratively with the people who would use it day to day. Because the team had shaped the solution themselves, they owned it — giving the organisation a service management capability built to last well beyond the engagement.
Delivered by an ITIL-qualified, experienced service management professional with several years of varied service management experience.