People-First ITSM – IT Service Management

IT Service Management (ITSM) enables organizations to deliver cost-efficient information technology services to their customers. By focusing on PEOPLE FIRST and leveraging a continuous improvement process approach, SDI drives ITIL-based ITSM processes to achieve an excellent customer experience and overall service quality.

ITIL-Aligned ITSM Solutions to Fit Your Organization’s Needs

Advisory Services
Improve strategic business value of ITSM programs

Professional Services
Improve ITSM with health checks, maturity assessments, and other consulting services

Technology Services
Improve the use of ITSM technologies with upgrades, integrations, customizations, and configurations

Solution Adoption Services
Organizational change management, communication, and education, including decision support and management of stakeholder expectations

Managed Services
Staff augmentation for specialized ITSM needs


Enabling and Empowering ITSM Transformation

Comprehensive, Holistic Approach – We integrate ITSM practices with other industry standards and guidelines.

Measurable Business Impact – We maintain a tactical perspective, resulting in higher ROI for your ITSM solution.

Organizational Effectiveness – We use automation, transformation, AI, ML and value chain optimization to improve performance and efficiency.

Tailored Roadmaps – We’ll show you how to keep your people, processes, technology, and governance on track. Choose the level of detail that’s right for you and plot your course with ease.


It’s simple. Our ITSM practices and processes achieve better business outcomes. We have the experience and expertise to:

  • Maximize the business value of your ITSM solution. It’s not just for ticketing anymore.
  • Formalize policies, plans, and practices for optimal governance, risk management, and service consistency.
  • Collaborate with industry experts, thought leaders, and best practice pioneers to create economical, effective, and efficient roadmaps.
  • Highlight growth opportunities with formal assessments of your practices, polices, and technology.
  • Eliminate redundant technology and service capabilities to increase TCO and reduce ROI.

ITSM Center of Excellence

SDI’s ITMS Center of Excellence builds upon proven best practices to implement and optimize your ITSM solution:

Systems / Modules

  • Enterprise Service Management (ESM)
  • Field Service Management (FSM)
  • Customer Service Management (CSM)
  • Experience Management (XM)
  • IT Operations Management (ITOM)
  • HR Service Management (HRSM)
  • IT Asset Management (ITAM)
  • IT Business Management (ITBM)
  • Project and Portfolio Management (PPM)

Methods / Motivators

  • ITIL
  • DevOps
  • IT4IT
  • Agile
  • ISO
  • NIST
  • Organizational Change Management (OCM)
  • Business/IT Performance Management
  • Cyber-Resilience
  • Digital Transformation
  • Value Acceleration
  • Decision Support
  • Efficiency
  • Effectiveness

Welcome to SDI’s Innovation IT Hub

SDI’s 11,000 sq ft IT Innovation Hub is integral to the delivery of our advanced IT infrastructure managed services, including digital, cybersecurity, and cloud for both established and upcoming enterprises.

Discover our IT Innovation Hub



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