Modern service management
Service management needs to evolve.
RethinkSM combines deep practitioner expertise with AI, automation and modern technology to help organisations design better services, operate more intelligently and continually improve how they deliver value.
Human expertise, enhanced by AI.
What we do
We help organisations rethink how service management works, combining experienced practitioners, modern operating practices and intelligent technology.
From platform strategy and process design through to implementation, optimisation and AI-enabled operations, we focus on changes that work in the real world.
Help organisations understand where they are, where they need to go and what to change first.
This includes service management assessments, operating models, platform strategy, tool selection and practical transformation roadmaps.
Design service management processes that people can actually follow, supported by proportionate governance, controls and meaningful data.
From Incident, Problem and Change through to Request, Knowledge, CMDB and wider service management practices.
Turn service management designs into working operational capability.
We support ITSM platform selection, re-platforming, configuration, transition, cutover, adoption and hypercare while protecting live service throughout the change.
We remain platform-agnostic and can work across technologies including ServiceNow, HaloITSM, Jira Service Management and other service management platforms.
Help organisations understand where AI, automation and service intelligence can genuinely improve service management.
We focus on practical applications that improve decisions, reduce repetitive work, identify problems earlier and support continual improvement, while keeping appropriate human oversight and governance.
Our technology
Virtual ITSM is RethinkSM's intelligent service management platform. It works alongside your existing ITSM technology, using AI, deterministic intelligence and automation to help teams run services, prevent problems, protect performance and continually improve.
It does not replace your ITSM platform or your people. It adds an intelligence layer that turns service data into insight, recommendations and governed action.
Virtual ITSM analyses operational data, identifying patterns, relationships, risks and opportunities that can be difficult to see across busy service environments.
It supports service teams with recommendations, prioritisation and reasoning across service management activities, while keeping people in control of important decisions.
Where appropriate, Virtual ITSM can support automation and orchestration through connected service management platforms and workflows, with controls around how actions are performed.
Decisions, outcomes and operational patterns provide the evidence needed to identify recurring problems, improve processes and continually improve service performance.
About RethinkSM
RethinkSM was founded on a simple idea: service management needs to evolve.
The principles behind good service management remain valuable, but the technology, data and operating environments around them have changed dramatically. AI and automation create new opportunities to make service management more proactive, intelligent and efficient without losing the human judgement and governance that effective services depend on.
RethinkSM brings those worlds together. We combine practical service management experience with modern technology to help organisations rethink how services are designed, operated and continually improved.
That thinking also led us to create Virtual ITSM, our intelligent service management platform, built around challenges experienced first-hand in real service environments.
Founded from experience
RethinkSM was founded following a career working in and alongside complex IT organisations, leading service management transformation, process improvement and technology change.
That practitioner experience shapes how RethinkSM approaches both consulting and technology: practical enough to work in live service environments, structured enough to provide governance and designed around outcomes rather than theory.
Whether you are modernising your service management capability, reviewing your technology, planning a transformation or exploring how AI could improve the way your services operate, start with a conversation.