ITSM process consulting
Design and improve Incident, Major Incident, Request, Problem, Change and Knowledge Management around real operational needs.
Explore this service →Independent ITSM & Jira Service Management consultant · UK & DACH
IT service management, made practical in Jira.
I help organisations design and improve ITSM processes — then turn them into practical, maintainable Jira solutions that work in day-to-day operations.
How I can help
Hands-on expertise.
Measurable improvement.
Jira Service Management implementation
Service projects, portals, request types, forms, queues and SLAs — designed around how support teams actually work.
Explore this service →Optimisation & automation
Untangle inherited configurations, remove manual steps and build maintainable automation with clear ownership.
Explore this service →Assets & integrations
Practical CMDB design, Data Manager imports and reliable connections across Jira, identity and service platforms.
Explore this service →Also available
Jira & Confluence Data Center administration
Installation, upgrades, identity, database analysis, troubleshooting and operational resilience for controlled on-premises environments.
Explore →Selected work
Complex service problems.
Practical solutions.
Representative engagements from enterprise, public-sector, retail and engineering environments. Client names are withheld; the delivery detail is real.
View all case studies →Integration · Retail01
A dependable bridge between JSM and Xurrent
Designed and delivered a bidirectional service integration spanning ticket creation, public comments, status changes and closure — with loop prevention and production-safe automation.
- REST API & webhooks
- Jira automation
- Portal & knowledge
Platform rebuild · Public sector02
Secure Jira Data Center rebuilt for scale
Rebuilt and operated a controlled on-premise environment with SSO, HTTPS and development, test and production stages — supporting around 500 users, 15 projects and 30,000 issues.
- ~500 users
- 15 projects
- ~30k issues
Assets · Engineering03
Device lifecycles with less manual chasing
Modelled allocation, extensions, returns and ownership transfers in Jira Assets, adding overdue controls, scheduled reporting and automated customer communication.
- Assets & AQL
- Lifecycle automation
- Operational reporting
ITSM · Manufacturing04
Change management teams can actually use
Built practical Standard, Normal and Emergency Change flows with risk scoring, approvals, fallback planning and Incident-to-Change handling.
- Change workflows
- Risk automation
- Approvals
My approach
I bridge the gap between the service desk and the platform.
- 01
Understand the operation
Start with the users, teams, hand-offs and controls — not a generic template.
- 02
Build it hands-on
Configure, integrate, test and document the solution with the people who will run it.
- 03
Leave it maintainable
Keep the design clear, the automation traceable and the operating model practical.
About Daniel
Consulting shaped by operations.
I am an independent IT Service Management and Jira Service Management consultant based in Cheshire, working with organisations across the UK and DACH.
My background spans IT operations, service delivery and service transition. That means I understand the pressure behind a queue, the risk behind a change and why the “perfect” process fails if nobody can operate it. I work directly with service owners, support teams and technical specialists to turn messy requirements into clear ITSM processes and robust Jira solutions.
I am most useful where practical platform work and service-management judgement need to meet.
Let's talk
Need ITSM and JSM to work better
together?
Tell me where the friction is. I will give you a direct, practical view of what to fix first.
Start a conversation ↗Based in Cheshire · Available across the UK and remotely