Tool selection and re-platforming
Independent evaluation of ITSM platforms against what your organisation needs, then a migration plan that protects the service while you move.
Service management consultancy
Rethink service management.
We help IT organisations choose the right platform, design processes people actually follow, and land the change without losing the service. Human expertise, enhanced by AI.
Practitioner-ledRun by people who have owned live service desks
Platform-agnosticServiceNow, HaloITSM, Jira Service Management and more
ITIL-groundedProcesses designed for how teams really work
UK-basedWorking with clients across the UK and Europe
What we do
Consulting for every stage of the service management journey
From the first "which tool?" question through to the morning after go-live, we bring hands-on experience rather than slideware.
Process design and governance
Incident, problem, change, request and major incident processes designed to be followed, with the governance to keep them honest after the consultants leave.
Transition, cutover and hypercare
Cutover planning, stakeholder communications and hypercare structures that get you safely from old platform to new and keep users on side.
CMDB and data model simplification
Untangling over-built configuration models and forms so that the data your teams capture is the data they actually use.
Service desk health checks
A short, candid review of your service desk operation with a prioritised list of what to fix first and what to leave alone.
AI in service management
Practical advice on where AI helps a service organisation today, where it doesn't yet, and how to introduce it without losing control.
Virtual ITSMby RethinkSM
Our product
Human expertise, enhanced by AI.
Virtual ITSM reads your service data, proposes the next action and records every decision — your team stays in control of the outcome. It sits alongside your existing ITSM platform rather than replacing it.
Reads
Understands your service data
Fingerprints incoming incidents, spots recurring patterns and links them to known problems and changes, across the noise of a busy queue.
Proposes
Suggests the next action
Recommends categorisation, routing, problem candidates and major incident communications, with the reasoning shown, ready for a human to approve.
Records
Keeps an audit trail of every decision
Every suggestion, approval and override is logged, so governance, compliance and continuous improvement have something solid to work from.
How we work
Small team, senior people, no hand-offs
The person you meet in the first conversation is the person doing the work. Every engagement runs through the same three stages.
STEP 1
Understand
We spend time with your service desk, your process owners and your data before we recommend anything. Usually two to three weeks.
STEP 2
Design
Target processes, platform configuration, governance model and transition plan, agreed with the people who will live with them.
STEP 3
Deliver
Build, test, cut over and hypercare, with your team increasingly in the driving seat so you are not dependent on us afterwards.
About RethinkSM
Built by practitioners, not by a sales team
RethinkSM was founded by Shaz Akhtar, a service management lead who has spent his career inside IT organisations running service desks, governing processes and leading platform migrations for large, multinational businesses.
The consultancy exists because too many ITSM programmes are designed by people who have never had to run the desk on a Monday morning. We bring that operational reality to every engagement, and we built Virtual ITSM to give service teams the AI support we always wished we had.
Rethink Service Management LtdParent company of Virtual ITSM
Consulting and productAdvisory services plus our own AI-powered ITSM assistant
Enterprise experiencePlatform migrations, process governance and hypercare for global organisations
Based in the United KingdomWorking on site and remotely across the UK and Europe
Let's talk about your service management
Whether you are choosing a platform, mid-migration, or curious about what AI could do for your service desk, a short conversation is the best place to start.