SERVICE MANAGEMENT BY DESIGN
A New, Practical Approach to Teaching Service Management
Overview
In 2024/25 we partnered with a leading research university to transform their service desk,
implement ITSM best practices, and improve the user experience and brand perception.
We addressed these goals by adopting a systematic approach to measuring and improving service management maturity, as outlined in Practical Service Management, and employing effective organizational change management practices.
Summary
This transformation demonstrates the value of adopting a structured approach to service improvement.
By introducing a model for assessing and tracking maturity, aligning processes with industry standards, and empowering staff, we helped our client mature their service management organization.
We appreciate the strong partnership, leadership, and enthusiastic team that made this transformation possible.
Thank you for the opportunity to collaborate on this journey.
If you are interested in improving how your organization delivers and supports services, please reach out!
Troy Kinsey
Managing Partner, Kinbalo Ventures
Client name available upon request.
Due to the university’s policy on external endorsements, we do not list their name publicly. We are glad to provide references in a one-to-one conversation.