YOU KNOW SOMETHING’S NOT RUNNING RIGHT BUT CAN’T PUT
YOUR FINGER ON IT? LET US HELP YOU...
Transform Your IT Operations Into Service Delivery
That Works
Fix outdated service portals, scattered improvements
and invisible risks with a clear, proven framework
that aligns your people, processes and priorities so
nothing gets missed, lost or delayed again.
✔️ Book your free strategy call
✔️ Get your free tailored Improvement Plan
✔️ Plus the 4-Step Model for Improving Service
Delivery (Worth $1999 - Yours Free)
(Discover How To Boost Productivity By 30%
In Just 90 Days!)
Helping technology leaders fix, align, and future-proof
their IT operations in over 12 industries:
15+ Years of
ITSM Expertise
60+ Organisations
Transformed
98% NPS (Net Promoter
Score)
Satisfaction
Award-Winning
ITSM Solutions
You Can’t Fix What You Can’t See - And It’s Undermining You
Quietly, Every Day
What looks stable today could be masking deeper
friction: slow service delivery, siloed communication,
legacy tools, and reactive processes that quietly block
progress. Deep down, many leaders sense something’s off,
but can’t quite pinpoint where things are breaking down.
That uncertainty creates hidden drag across your
operations, eroding confidence and slowing momentum when
you can least afford it.
Modern organisations aren’t just looking to ‘fix IT’ -
they’re looking to accelerate digital service delivery,
reduce friction across employee and customer journeys,
and unlock AI-powered service at scale. But without the
right foundation, these goals remain out of reach, and
the business keeps stalling behind the scenes.
That’s why at Service Management Specialists, we’ve
developed a breakthrough Enterprise Service
Transformation approach that transforms your IT
operations from reactive “damage control” mode into a
proactive, precision-engineered powerhouse. Our tailored
methodologies—SMS GamePlan, Transformation Foundations,
and Catalogue Clarity—don’t just patch up problems; they
completely reimagine and optimize your IT service
management from the ground up.
(Discover How To Boost Productivity By 30% In Just 90 Days!)
Next-Level IT: Turn Your Operations Into A Well-Oiled
Machine!
Your business can’t scale on duct-taped systems,
siloed teams, or reactive firefighting. Our proven
frameworks give leaders the clarity, alignment, and
capability uplift needed to reduce downtime by up to
30% and slash support costs by 40%, all in just 90
days.
But this isn’t just IT support. It’s enterprise
enablement.
We take a holistic view across people, process,
tools, and communication - helping you shift from
short-term fixes to long-term performance. With
15+ years of experience leading
transformations at major Australian organisations,
we’ve developed proprietary methods like Pathfinder,
Level Up Check, and Fix It Flow to
help you drive outcomes that matter: faster
resolution times, better user experience, and higher
team confidence.
With our approach, you won’t just achieve "good
enough"; you’ll achieve excellence.
I always considered the work Kirk
did with my organisation in the past
was of excellent quality.
Kirk's extensive SM knowledge,
ability to listen
and ability to work with all types
of individuals to ensure success are
the things that make him successful.
I respect the determination Kirk
displayed to take a sceptical CIO on
the journey made the deployment of
new release management process a
success.
Alan Lowe,
Senior Manager
Service Delivery
Practice, Sydney Trains
Rumble Asia engaged Kirk Penn and
Service Management Specialists to
support a major ITSM implementation
and roll out across
14 countries within the Asia
Pacific region for a Tier one
Insurance provider.
Kirk demonstrated a deep
understanding of service management
and supported the project through
gap analysis, solution design and
the overall delivery of the
functional specification. His
professionalism, enthusiasm and
attention to detail were key assets
in being able to lead and manage
customer work-shops and convey the
benefits of standardising service
management across the organisation
Justin
Dymock,
Principle Consultant
Sourcing &
Talent Acquisition,
Rumble Asia
What We Help With
Problem Area
Service Portal / Service Catalogue
What We Hear From Teams
Staff waste time contacting IT because they
can’t find the right form or service online.
The portal looks outdated and clunky, so no one
uses it.
CMDB / Configuration Management
No visibility into who owns which laptop, phone,
or tablet, missing devices go unnoticed.
Can’t identify outdated or underperforming
equipment, hurting productivity.
Overall Improvement Guidance & Help
Too many complaints, but no clear starting point
for improvement.
Every team works differently, nothing gets done
in a coordinated way.
Maturity Assessment
Leadership can’t tell whether IT is leading or
lagging behind.
No benchmark or dashboard to track progress or
guide improvements.
Overall Strategy
Service Desk tools and processes are outdated,
but there’s no clear modernisation plan.
Fixing one issue causes others, because there’s
no overarching strategy.
(Discover How To Boost Productivity By 30% In Just 90 Days!)
Real Results From Teams Just Like Yours
NSW Police – A Clear Operating Model for
Critical Service Transitions
When NSW Police needed to onboard a major new
service provider, they called in SMS to create
an ITIL 4–aligned Service Operating Model and
uplift core ITSM practices. The result? A
structured model adopted agency-wide, clear RFP
standards, and enhanced capability to govern
high-stakes vendor delivery with confidence and
control
Stockland – From Reactive IT to 98% Satisfaction
in 12 Weeks
Stockland’s IT function was under pressure: low
trust, high incident volumes, and a legacy
service desk that couldn’t keep up. After
engaging SMS, incident volumes dropped 13%,
service desk calls fell 45%, and customer
satisfaction hit 98%. Even better - three IT
team members won internal awards for the
transformation
Sydney Trains – A Strategic Roadmap for
Operational Control
Operating in a multi-supplier environment,
Sydney Trains lacked visibility and alignment
across their ecosystem. SMS mapped their current
state, built a tailored Service Integration
Model, and delivered a clear roadmap for uplift.
Senior leaders finally had the clarity and
structure to take control of their IT
environment and move forward with confidence
Geoscience Australia – A Clear Roadmap from
Legacy to Leadership
Facing outdated processes and a low-maturity
service catalogue, Geoscience Australia
partnered with SMS to reimagine its ITSM
environment. SMS delivered a full strategic
review, a future-focused roadmap, and a scalable
service design process tailored to GA’s
structure. The result: a formalised, modern
service model backed by an NPS of 86% - and a
foundation GA continues to build on today
(Discover How To Boost Productivity By 30% In Just 90 Days!)
Transform Your IT Operations In The Next 90 Days Or
Less!
Don’t let outdated systems and inefficient
practices hold you back. By embracing our
Enterprise Service Transformation solutions,
you'll not only boost operational efficiency and
reduce costs but also position yourself for
future success. With streamlined processes and
proactive risk management, you'll free up
valuable time to focus on strategic initiatives
and even enhance your leadership
credibility—paving the way for your advancement
into roles like CIO or CTO.
👍 Improve IT operational efficiency by up to
30%
👍 Reduce support costs by 40% in just 90
days
👍 Eliminate downtime and streamline processes
for a resilient IT infrastructure
(Discover How To Boost Productivity By 30% In Just 90 Days!)
6 Reasons To Choose Service Management Specialists for
Transforming Your IT Infrastructure
1. Achieve Clarity and Streamlined Operations
Tired of disjointed IT processes that slow you
down? Our SMS GamePlan methodology delivers a
clear, actionable roadmap to optimise your IT
operations. We help you pinpoint inefficiencies
and implement targeted improvements, ensuring
your systems work in perfect harmony.
2. On-Time Enterprise Service Transformation—No
Excuses
Time is money. We guarantee the timely delivery
of tailored solutions that resolve critical
issues fast—so you can get back to business
without the endless delays that drain resources
and disrupt operations.
3. Build a Robust, Error-Free IT Environment
Downtime and system failures are not an option.
Our expert team designs solutions that eliminate
operational hiccups and critical bugs, ensuring
a stable, high-performance IT infrastructure
that supports your business seamlessly.
4. Fort Knox-Level Security You Can Rely On
Your IT systems must be secure. With our
comprehensive approach, we safeguard your
operations against cyber threats, data breaches,
and unexpected failures, giving you the peace of
mind to focus on growth without worry.
5. Optimise Costs and Boost Efficiency
Stop overspending on outdated practices. Our
tailored Enterprise Service Transformation
strategies not only reduce operational waste but
also drive efficiency, helping you save on costs
while maximising the value of every IT
investment.
6. Seamlessly Scale Your IT Operations
Whether you’re managing a small team or
preparing for rapid growth, our scalable
solutions ensure your IT infrastructure evolves
with your business. With SMS, your systems are
built to adapt and perform, no matter the
demand.
(Discover How To Boost Productivity By 30% In Just 90 Days!)
Gain Peace Of Mind AND Competitive Edge At Work And
In Your Marketplace
How different would your personal and professional
life be when you deploy…
👍 Clear, actionable Enterprise Service
Transformation roadmaps for streamlined
operations 👍 On-time, reliable improvements
with measurable results 👍 Robust, error-free
infrastructure that minimises downtime 👍
Unassailable security to protect your IT
environment 👍 Cost optimisation for maximum
efficiency and savings 👍 Scalable solutions
that grow alongside your business
Trust Service Management Specialists to turn your IT
chaos into a well-oiled, efficient powerhouse—so you
can lead confidently and drive your organisation
forward.
(Discover How To Boost Productivity By 30% In Just 90 Days!)
Our Industry Leading '$10K Performance Boost' Guarantee –
We’ll Pay You If We Fail!
Stop settling for the
“fix-something-and-see-if-it-sticks” approach that
leaves your IT operations mired in chaos and
inefficiency. Let us help you transform your IT
operations into a precision-engineered powerhouse. Our
unique, holistic approach—developed over 15 years and
proven across more than 60 organisations—ensures you
don’t settle for “good enough.” Instead, we deliver
strategic, operational, and continuous improvement
frameworks that guarantee you are no longer mired in
outdated, reactive methods that risk prolonged downtime,
misaligned processes, and the kind of stress that bleeds
into your personal life, keeping you from focusing on
what truly matters.
Imagine if you continued with the old, harder way:
01
Prolonged Downtime & Frustration:
Without a clear Enterprise Service
Transformation strategy, every minor issue
escalates into a crisis, leading to delayed
responses and mounting operational chaos.
02
Team Burnout & Stress:
An ad-hoc, stop-gap approach forces your staff
to constantly fire-fight, leaving little time
for innovation and continuous improvement.
03
Missed Opportunities for Advancement:
Inefficient IT processes can tarnish your
reputation—keeping you from being recognised as
the leader who drives change, and potentially
holding back your path to CIO or CTO.
Our Solution is Different. It’s Designed for Leaders Who
Demand More… In 3 Easy Steps:
Strategic Clarity with SMS GamePlan
Once we agree on a time and jump on a
call for a quick chat, you’ll tell us
about your infrastructure challenges and
bottlenecks, and we provide you with a
clear, focused Enterprise Service
Transformation strategy that prioritises
actionable steps. No more guessing which
problem to fix next—our roadmap guides
you from day one with measurable
results.
Root Transformation with SMS
Transformation Foundations
We assess and revamp your current
practices, streamlining processes,
unifying systems, and empowering your
teams for consistent, proactive
responses. This isn’t about temporary
fixes—it’s about sustainable, scalable
improvements.
Enhanced Operational Efficiency with SMS
Catalogue Clarity
We refine your internal service portals
and documentation, ensuring your IT team
can quickly access the information they
need and respond to issues before they
escalate.
(Discover How To Boost Productivity By 30% In Just 90 Days!)
And Here’s Our Bold Promise: Increased Customer
Satisfaction Score Within 90 Days!
We guarantee to streamline your IT support
workflow to ensure 20% faster resolution times
and a 10% increase in your Customer Satisfaction
(CSAT) Score within 90 days. If we don’t deliver
on this promise, we’ll write you a check for
$10,000! Powered by battle-tested processes and
our proprietary methodologies—like the
'Pathfinder' for strategic intent, 'Level Up
Check' for assessments, 'Fix It Flow' for
actionable plans, and the 'Tune Up Cycle' for
continuous improvement—we turn technical chaos
into your competitive advantage.
We’re not just IT consultants, we’re
Enterprise Service Transformation
Partners. That means we don’t just help you ‘run’ IT
better, we help transform it into a strategic
enabler of business performance.
(Discover How To Boost Productivity By 30% In Just 90 Days!)
Don’t Risk Your Future by Settling for ‘Good Enough’
Every moment you delay is another opportunity
lost to inefficiency and stress. Our approach
eliminates the shot-in-the-dark fixes that have
held you back and instead delivers a
precision-engineered, proactive service
powerhouse. With our comprehensive blueprint,
you can achieve a well-oiled IT operation that
not only boosts performance but also frees you
to lead confidently and achieve your full
potential.
Experience the
transformation. Let Service Management
Specialists turn your IT chaos into predictable,
high-performance workflows—so you can finally
focus on what matters most, both at work and at
home.
Your breakthrough starts now.
Hear is Why IT Leaders Love Us…
Kirk managed myself and a number of other
Business Analysts on a large scale ITIL/ITSM
transition program in the banking industry. His
knowledge, experience and leaderships skills
were exceptional, taking the team through many
challenges to develop us into a mature and
disciplined group. He leads and teaches very
well, able to communicate ideas and concepts
with all stakeholders, I personally learnt a lot
from him and would recommend his services to
anyone
MH
Mark Higgins
Business Analyst Terra Firma
verified review
"I have had the pleasure of working with Kirk
Penn during one of our major project
initiatives. During this time Kirk maintained a
professional and positive attitude and was very
attentive to the needs of our organisation. He
worked in a difficult environment where
gathering of critical business requirements
information was a challenge and produced high
quality output documents. He was very
approachable and I would highly recommend his
work to others"
CH
Chris Howard
IT Services Management, SP Ausnet
verified review
Kirk is an extremely capable consultant with
deep expertise in the area his current focus
(Service Management).... Having worked closely
with Kirk as a fellow consultant for about 10
months, I can say that that he is a clear
thinker with ability to turn cluttered
situations into clear problem statements. He is
a hard worker who provides advice with deep
substance - based on significant ground work..
He is capable of single handedly taking a client
on the journey from problem definition to
solution benefit realization.
SA
Santosh Arunachalam
ITSM Consultant, Tech Mahindra
verified review
OFFER FOR THE FIRST 20 NEW
CLIENTS:
Book Your FREE, No-Obligation ‘Service Health Check’ To
Discover 3 Steps To Boosting Your IT Productivity By 30% In
As Little As 90 Days!
Here’s a glimpse of what you’ll gain during your FREE
Service Health Check:
Become An Undisputed Efficiency Leader
By Revolutionising Your IT Infrastructure Without
Months Of Disruption Or Costly Overhauls!
How to Leverage the Latest Cutting Edge
IT
Trends to Boost Your IT Operational Performance by
20% and Enable Superior Customer Service.
Receive Your Custom IT Optimisation Roadmap To
boost Operational Efficiency by 30%
- Completely Free, Developed during our Call.
Plus, Much Much More!
(Discover How To Boost Productivity By 30% In Just 90 Days!)
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Guarantee Terms & Conditions
“Increased Customer Satisfaction Score Within 90 Days” Guarantee
This guarantee is designed to demonstrate our confidence in delivering real, measurable ITSM improvements. To ensure fairness and alignment, the following terms and conditions apply:
1. Eligibility Criteria
To qualify for the $10,000.00 AUD (including GST) performance guarantee, the Customer must:
Be actively engaged in a Service Management Specialists defined improvement engagement.
Provide baseline Customer Satisfaction (CSAT) data, current average ticket resolution times, and other relevant performance metrics prior to the engagement.
Agree to and participate in a jointly defined scope of work and the Guarantee is included in writing within the Service Management Specialists Statement of Work (SOW)
2. Guarantee Metrics
Service Management Specialists guarantees the following outcomes within 90 calendar days of the engagement start date:
A minimum 20% improvement in average resolution time, and
A minimum 10% increase in Customer Satisfaction (CSAT) score, based on baseline metrics supplied at the beginning of the engagement.
3. Customer Commitments
The guarantee is contingent on the Customer:
Actively implementing Service Management Specialists recommendations and deliverables within agreed timeframes.
Providing timely access to staff, data, systems, and feedback.
Ensuring there are no material blockers or delays outside Service Management Specialists control that could impact implementation success.
4. Exclusions
This guarantee does not apply in the following scenarios:
The Customer does not provide reliable or complete baseline data.
Delays or blockers are caused by Customer-side approvals, resourcing, or access.
Significant changes in team structure, service volumes, or technology platforms during the 90-day period that materially impact results.
The Customer does not implement key recommendations that directly relate to CSAT and resolution time improvements.
If the customer changes core ITSM platforms, introduces major new tooling, or outsources key support functions during the 90-day period. Additionally, if the ITSM platform or toolset is provided and managed by a third party and not under the direct control of the customer, SMS cannot be held accountable for any delays, restrictions, or technical limitations that impact implementation or outcomes.
Any changes to the CSAT survey method, response volume, audience, or scoring scale during the 90-day period will void the guarantee
This guarantee is contingent on timely implementation of jointly agreed recommendations. Prolonged deferrals or lack of execution may void the guarantee.
if the customer fails to assign a project lead or participate meaningfully in agreed activities, workshops, or approvals
When baseline metrics provided by the customer are inconsistent, unrepresentative, or impacted by major unplanned changes in service environment.
5. Guarantee Claim Process
If the agreed Guarantee Metric outcomes are not achieved, as per the agreed Service Management Specialists Statement of Work (SOW):
The Customer must notify Service Management Specialists in writing within 10 business days of the 90-day period ending.
Service Management Specialists will conduct a joint performance review and, if the Guarantee Metrics are not met and all Guarantee Terms and Conditions and Eligibility Criteria have been satisfied, Service Management Specialists will issue a $10,000.00 AUD (Including GST) payment to the Customer within 30 days.
Results are measurable. The guarantee is real. All we ask is that you partner with us fully to achieve your outcome
