About Us 

Our story

ITSM Hub was founded in 2013 with a clear purpose: to help organisations realise practical value from IT service management and related best-practice frameworks.

We are a specialist IT service management training and consulting organisation supporting organisations to build practical, sustainable ITSM capability that delivers measurable business value.

We are recognised for our expertise in:

• ITIL® maturity and capability assessments
• ITSM uplift and transformation initiatives
• Outcome-focused training and advisory services

Our work spans IT service management, project and portfolio management, cyber resilience, and organisational change. We partner with leading global accreditation bodies and scheme owners to deliver accredited certifications, assessments, and professional learning aligned to internationally recognised frameworks.

From the outset, ITSM Hub has been shaped by experienced practitioners. Our team comprises senior IT Service Management professionals, many of whom worked together well before the organisation was established. This continuity of experience underpins how we operate today, with a strong emphasis on pragmatism, accountability, and outcomes that stand up in real operating environments.

Our history

As our clients’ needs grew, so did our footprint. In 2022 we expanded into New Zealand, bringing our training, consulting, and managed services to a new market and supporting more organisations to build resilient, high-performing IT teams.

In 2024, we launched our UK office, extending our reach to support global clients while staying true to what makes us effective: a close-knit team, flexible delivery, and a commitment to quality.

Today, ITSM Hub partners with organisations across Australia, New Zealand, and the United Kingdom, delivering world-class certifications, consulting, and learning solutions that help IT become an enabler of business growth.

What we stand for

• Practical, outcome-led delivery that’s easy to apply
• Genuine partnerships built on trust and responsiveness
• Specialist expertise across ITSM, P3M3 and cyber professional services
• Flexible learning to meet people where they are (virtual, onsite, online, self-paced)

Our trainers, consultants and contractors are experts with a diverse and high-level of experience so you can expect value every time. 

Our Accreditation & Partnerships

ITSM Hub has trusted partnerships with leading global institutes and examination providers. These partnerships enable us to deliver world-class solutions, locally.

Examination Providers 

PeopleCert 

An examination provider and leader in the assessment and certification of professional skills, partnering with organisations and government bodies to develop and deliver examinations worldwide. PeopleCert are the examination body for global best practice which includes the ITIL® certification modules. ITSM Hub are an accredited training organisation with PeopleCert for the delivery of our ITIL, PRINCE2® and associated global best practice certifications. We are also an accredited consulting organisation with PeopleCert, providing the P3M3 and ITIL® Maturity Model assessment service. 

APMG International 

Are an accreditation and exam institute providing best practice certification programs in Project, Business and Information & Technology (IT) Management and Cyber Security. ITSM Hub is an accredited training organisation for Agile Project Management, Change Management, Business Relationship Management, Better Business Cases, Design Thinking, IAITAM and the NIST Cyber Security Framework, delivered through the DVMS certification program.

Professional Designations

Are a governing body and exam provider for IT and Business certifications and designations. These are to recognise an individual’s achievement of an explicit level of understanding of concepts and principles contained within a particular body of knowledge. ITSM Hub offer the certifications for a range of the Professional Designation certification courses.

EXIN

Are an international examination body with a focus on certifications such as Agile Scrum, DevOps, SIAM, VeriSM, Security as well as technologies including AI and Blockchain. ITSM Hub is an accredited training organisation for the delivery of our SIAM certification courses from Scopism. 

Scheme owners & institutes

DVMS Institute

The DVMS Institute are the scheme owners of our Cyber Resilience certification courses which are based on the NIST 2.0 Cybersecurity Framework. The DVMS Institute's mission is to provide organisations of any size and complexity with an Affordable, Pragmatic, and Scalable approach to delivering Trusted, Resilient, and Auditable digital outcomes. Our vision is to create accredited publications, training programs, and advisory services that teach organisations how to build a Digital Value Management System capable of delivering the Trusted, Resilient, and Auditable digital outcomes expected by government regulators.

ITML Institute

The ITML Institute is a leading body in IT management education, renowned for its comprehensive certification programs like the Information Technology Management & Leadership Professional ITMLP® and the Information Technology Management & Leadership Executive ITMLE®. Their mission is to transform today’s technologists into tomorrow’s IT leaders through rigorous training and certification. By partnering with ITSM Hub, ITML Institute brings its trusted curriculum to a broader audience. Their innovative programs focus on enhancing job performance and equipping professionals with the skills necessary for leadership roles. 

BRM Institute

BRM Institute provide professional membership and development programs to advance the art and discipline of business relationship management worldwide. BRM Institute helps organisations grow their BRM capability to drive business strategy, strengthen cross-functional collaboration, and champion a culture of creativity, innovation, and shared ownership across the enterprise. ITSM Hub is accredited through APMG International to deliver BRMP and CBRM certification courses, in addition to our BRM coaching and mentoring programs.

IAITAM

The International Association of Information Technology Asset Managers, Inc. (IAITAM) is the premier professional association catering to both individuals and organizations engaged in various facets of IT Asset Management (ITAM), Software Asset Management (SAM), Hardware Asset Management, and the entire lifecycle processes that underpin IT Asset Management practices within entities of all sizes and industries worldwide.

Change Management Institute

The Change Management Institute is a global, independent, not-for-profit association of change professionals. It was created by and is operated by members for members, constantly striving to push the boundaries of the change management profession. ITSM Hub are partnered with the Change Management Institute and provide our customers with access to the accredited certification training from APMG in addition to membership offerings from the Institute.

Scopism

Scopism was founded to support IT and management professionals in the fast-changing digital era. Scopsim are the definitive global source of best practice for service integration and management (SIAM). ITSM Hub are accredited with EXIN to deliver these certification courses.

GamingWorks

GamingWorks designs, develops and deploys professional business simulations or serious games aimed at solving the issues and supporting organisational learning and development. GamingWorks has a ’learn-by-doing’ solution which is used world-wide to assist putting theory into practice in an informative and interactive approach. 

iLEARN

Innovative Learning are our eLearning training partner. ITSM Hub are partnered with iLEARN for the self-paced online delivery for some of our PeopleCert, EXIN and APMG certification courses. ITSM Hub provide the examination vouchers and are accredited through the global examination bodies for each of our online offerings.

Our Service Offerings

Training and Certification 

ITSM Hub delivers training and globally recognised certifications designed to build capability and confidence in your team. From certification courses and micro-credentials to customised workshops, leadership programmes, and immersive business simulations, we offer flexible learning options to suit individuals and teams. 

Whether you’re building foundational knowledge, looking for an artificial intelligence course or developing leaders and high-performing IT functions, our training is tailored to real-world outcomes and measurable value. 

Certification portfolio

• Agile - offers a flexible, iterative project-management style that promotes continuous improvement and increased product quality. Scrum, which is a lightweight framework and the most popular Agile methodology, provides guidelines and other tools to help teams structure and manage their work. Together, these processes ensure the effective and efficient management of projects.
• AICERTs - Build your workplace capability with AI CERTs, our Artificial Intelligent role-based Certifications. These globally recognised AI certifications are designed for real-world roles, not just tech teams. Enhance your role, build a smarter workforce, adapt to change, and drive growth.
• Better Business Cases - Learn how to accurately scope initiatives for proposals and ultimately secure management support and funding. Utilise the Better Business Cases method so you can add value to your organisation and improve decision making. This methodology is from the UK government and recognised in New Zealand and Australia as best practice.
• Business Relationship Management - The role of building relationships between business units and the IT organisation to ensure services deliver on customer needs. Business Relationship Management stimulates, surfaces and shapes business demand across business functions like IT, Human Resources, Finance, Legal etc. and ensures that the potential business value is captured, optimised and recognised.
• Change Management – Our courses are designed to help organisations and their people manage the impact of change. They provide techniques to effectively plan and implement successful transformation initiatives. The difference between a failed initiative and a successful one often comes down to how well you help people adopt new ways of working.
• DVMS Cyber Resilience Professional - The NIST Cybersecurity Framework accredited certification training programs leverage guidance from NIST, ISO, and industry thought leaders to teach organisations of any size how to build a culture-driven, adaptive, cyber-resilient digital business capable of Creating, Protecting, and Delivering (CPD) digital business value.
• Design Thinking – DTMethod® is a structured approach to Design Thinking, enabling organisations to systematically explore, ideate, and build user-centered solutions. Learn how to design good solutions and implement them in your organisation.
• DevOps - is a movement that aims to blur the lines between the existing IT siloes to create a more collaborative relationship between Dev and Ops allowing organisations to create greater business value with more streamlined processes, faster deployments, and more successful releases.
• IT Asset Management – ITAM is a set of business practices that incorporates IT assets across the business units within the organisation. It joins the financial, inventory, contractual and risk management responsibilities to manage the overall life cycle of these assets, including tactical and strategic decision making.
• ITIL - ITIL Version 5, released in February 2026, is the next evolution of the world’s most trusted best-practice framework for digital products and services. Version 5 is built for today’s digital-first, AI-driven organisations. ITIL connects strategy, delivery, operations, customer experience, and governance in one end-to-end lifecycle, helping teams move beyond framework theory to practical, role-aligned guidance and measurable outcomes. ITSM Hub have been delivering ITIL training since its inception, with our trainers being authors in the version updates. We provide the full certification scheme across all delivery methods.
• IT Leadership – Our IT Leadership programs from the ITML Institute were identified by CIO.com and Indeed.com as a Top IT Leadership Development Program.  Our certification courses will provide you with quality IT Leadership skills, grounded in real experience and with a focus on application, not theory.
• Lean IT - Lean IT provides practical guidance that focuses on the improvement of whatever processes already exist within the organisation. Its central concern, applied in the context of IT, is the elimination of waste, where waste is defined as something that adds no value to a product or service.
• PRINCE2 – The PRINCE2 portfolio is a collection of globally used best practice guidance and techniques for successful project, programme and portfolio management. ITSM Hub provide the certification courses across the full PeopleCert PRINCE2 portfolio, instructor-led or self-paced online available.
• Service Desk Institute - Service Desk Institute’s internationally recognised standards for service desk and IT support professionals set out clear definitions for the key service desk roles and form the basis of the two exceptional qualifications. Service Desk Analyst (SDA) and Service Desk Manager (SDM). 
• SIAM - Service Integration & Management - SIAM provides governance, management, integration, assurance, and coordination to ensure that the customer organisation gets maximum value from its service providers. SIAM Version 3, released in February 2026 is now available.

Business Simulations

• MarsLander – This workshop helps to translate IT Service Management theory into practice, and to experiment and learn how to effectively communicate and collaborate. Aimed at realising results and capturing agreed actions to take away and apply in your organisation.
• The Challenge of Egypt - This simulation is about Agile. The focus is on teamwork and communication using Agile principles like: Sprints, Product Backlog, Sprint review, Deployment.
• Design Thinking in Action - An immersive, hands-on experience aimed at introducing participants to the principles and practices of Design Thinking through an engaging business simulation. This workshop is customised to your organisation, team and desired outcomes.
• Grab@Pizza – This highly interactive workshop combines the power of experiential learning with a practical discussion on how to create business value through IT using the principles of ITIL®, ITSM, Business Relationship Management and governance.
• The Phoenix Project – DevOps is not a framework or model; it describes a culture for how teams need to collaborate to deliver business value. This experiential learning experience explains what DevOps is really all about. View simulation.

Customised training and workshops

At ITSM Hub, we understand that one size does not fit all when it comes to training. That's why we use our best practice methodology to develop custom training programs that cater to your unique requirements.

Our customised workshops and training packages support our certification offerings. Providing you with additional resources and delivery options to support organisational change and knowledge uplift across your organisation and business units. Find out more

Coaching

Our coaches are highly experienced in IT Service Management, Lean IT, Business Partners and BRMs and have worked across different industries and sectors. We bring a wealth of knowledge in a range of complementary disciplines such as IT Service Management, Project and Program Management, Agile, Human-centred design and Change Management. 

We leverage best practices and real-world experience to help you define achievable goals, create an executable roadmap, leverage your strengths, uncover your blind spots, reflect on your progress and more.

Our coaching service is fully customised to help you succeed within the context of your organisation. Individual and team coaching packages are available. Find out more

Training Delivery options

• Onsite - Let us come to you. Bring our expert instructor onsite to your place on a date that works for your team. Onsite courses are a great opportunity to bring the team together. It also allows for company-specific discussions which can align with new learnings, corporate projects and goals.
• Our on-site course option is flexible and cost-effective. We can deliver either face-to-face, in our virtual classroom or a hybrid class can be accommodated if your team are located remotely. Team discounts available. 
• Virtual classroom - Our interactive virtual classroom courses offer you the opportunity to upskill and certify from anywhere. Our highly experienced trainers create an engaging online classroom. This is achieved by utilising video technology, multiple screens, digital whiteboards, collaboration tools and digital break-out rooms. Register for one of our upcoming class dates or book a date for your team. All time zones can be accommodated with this cost-effective and convenient virtual method.
• Self-Paced - Learn at your own speed with our self-paced online courses. You will have access to your own online learning portal to work through your courseware and prepare for your examination. Our online courses include downloadable resources, sample exams and quizzes. The official examinations are also included in our course fee. If you need assistance, email support is available from our instructors at any time. 

Consulting Services

As one of a select group of Axelos/PeopleCert Accredited Consulting Organisations, we provide accredited ITIL® and P3M3® assessments, consulting, and continuous improvement services. Our consultants combine deep technical expertise with real-world experience to help organisations benchmark, improve, and sustain best practice ITSM capabilities. 

Assessments & Reviews 

• ITIL Capability assessment - Our ITIL Capability/Maturity Assessment service provides an independent evaluation of your organisation’s entire service management capabilities and the maturity of your governance structure and management system. ITSM Hub uses the Axelos ITIL Maturity Model methodology, a repeatable approach to establish a baseline of IT service management practice capability and the maturity of the service value stream components. 
• P3M3 Assessment - The Portfolio, Programme, and Project Management Maturity Model (P3M3) allow you to evaluate and benchmark your current performance, pinpoint areas for improvement, and devise effective optimisation strategies. Assessments are undertaken by qualified assessors (P3M3 consultants) who have the experience, knowledge and understanding of methodologies that are required to effectively assess and manage the costs and risks of P3M capability improvement programmes.
• ITSM/Lean Rapid Review - Our ITSM Rapid review service is an alternative to a traditional assessment, removing the scoring and focusing on improvement. Using Lean IT and ITSM practices, this review will provide an understanding of what is currently in place, working well and what can be uplifted or improved. A 12-month strategic plan will be workshopped based on the outcomes of the review.

Strategy & Implementation

• Process and Practice design, documentation and uplift - Our implementation, documentation uplift and continuous improvement coaching ensure our customers are set up for success. ITSM Hub consultants can adapt, adopt and utilise various best practice frameworks to fit your company's unique situation.
• Service Improvement Roadmaps – Our service improvement roadmap is facilitated through an interactive workshop with key stakeholders. The workshop is designed to be a robust discussion taking the recommendations and improvement opportunities, strategising and prioritising the improvements over a 12-month program tailored to your organisation.

Managed Services

• Managed Service Desk: Fast track your Service Desk’s transition to an AI driven, automated service that allows the latest technologies to work alongside exceptional people in providing a world class experience to your employees and customers. Our flexible managed IT support solutions give you the freedom to custom-create the IT service desk and operating team that's just right for your business. Out of hours support, an extra seat for your busy periods, or outsource entirely and let us manage this function for you. Our HubCentre offers 24*7*365 services to customers that allows for significant cost efficiencies whilst protecting quality of delivery and experience.
• Professional Labour Hire: We provide highly skilled and experienced contract resources to support your goals, projects or deadlines. Access to a pool of experienced ITSM professionals, consultants, and contractors to meet short- and long-term needs – all vetted and ready to hit the ground running.
• Cyber security & Phishing Testing: ITSM Hub now offers a robust, friendly, and fun way to empower your people against modern cyber threats. The Hook Platform provides everything you need for an effective and impactful cyber security awareness and phishing program. As cyber threats grow more sophisticated and pervasive, we need to empower your team to be your first line of defence.

Our Engagements and Recent Work

Fair Work Ombudsman

ITSM Hub provided a range of services to FWO: 

• We undertook a formal maturity assessment for change, release and risk to assess the as-is state and make recommendations for improvement. 
• We ran a roadmap workshop to consider the recommendations in the context of other business and IT priorities 
• We created an improvement roadmap to schedule to address immediate pain points, quick win opportunities and longer-term actions. 
• We provided a tiger team (service delivery manager + service designer) to assist FWO with updating the process and policy for these practices and improving governance arrangements 
• The team also advised FWO on improvements in other areas and assisted with the drafting of a new SDLC policy and testing management plan with other ITSM Hub resources. 
• ITSM Hub also provided a project manager and business analyst to manage their ServiceNow implementation project, with technical delivery being done by a contracted supplier.

Department of Infrastructure, Transport, Regional Development, Communications and the Arts (DITRDCA)

ITSM Hub provided a team to formalise the Department’s ITSM Policies over two phases.  To do this, we: 

• Ran workshops and interviews with key stakeholders and operational staff. 
• Wrote an ITSM Master Policy document 
• Drafted policy and process documents for 13 practices, including process swim lanes 
• Drafted procedure documents for incident management, major incident management, service level management and service catalogue management, including procedure activity diagrams and procedure descriptions 
• Produced an ITSM capability roadmap showing the current status across all practices and recommendations for capability uplift. 
• Reviewed MSP tender SoR documents to ensure consistency with drafted policies and common ITSM standards.

Bureau of Meteorology 

ITSM Hub was engaged with the Bureau of Meteorology to assist with the development and creation of customised IT Service Management training workshops. 

There were 4 key audiences for training requirements: 

1. General user – service management framework overview 

2. Support teams – formal & customised training focussing on operational tasks. 

3. Managers, Supervisors and Team leads – understanding their role, management and expectations. 

4. Service Management Specialists – formal training, ITIL or ITSM courses and workshops 

ITSM Hub worked with BOM stakeholders to produce two customised workshops and courses. 

• Half-day workshop, this was an instructor-led course. ITSM Hub provided train-the-trainer sessions for multiple BOM staff so they could continue to upskill the wider BOM teams. 

• A 30-minute self-paced training course was developed and provided to BOM. This was an introduction workshop which every BOM user could go through. 

The desired outcome of these customised workshop was for the user to understand the wider business objectives and how IT aligns with the business and what service management means to them and how they interact and engage with it. 

 ITSM Hub made use of subject matter expert trainers to base the training on service management principles and frameworks but to emphasise the key issues that BOM wanted to address in terms of performance uplift. This was delivered via instructor-led workshops and self-paced modules. 

Government & Procurement

ITSM Hub works extensively with federal, state, and local government agencies, as well as government-owned corporations and regulated industries.

We understand public sector procurement environments, governance requirements, and the need for transparency, compliance, and measurable outcomes.

Pre-Qualification & Procurement Schemes

We are registered and eligible suppliers under multiple government procurement arrangements, including:

• QLD Local Buy
• NSW Government pre-qualification schemes
• BuyICT panels
• Victoria eServices panel
• New Zealand GETS (Government Electronic Tender Service)
• Other state and national ICT services panels

Our inclusion on these panels allows government agencies to:

• Engage ITSM Hub without complex open tender processes
• Access pre-approved training and consulting services
• Ensure compliance with procurement and governance standards
• Work with an established, accredited provider

We are experienced in responding to RFQs, standing offer arrangements, and panel engagements, and we work closely with procurement teams to streamline onboarding and contract management.

Our Trainers, Coaches and Consultants

Our Consulting & Training Team 

In addition to our executive and principal consultants, ITSM Hub works with a broader network of experienced trainers, coaches, and practitioners who support delivery across training, consulting, and managed services.

Our extended team includes senior professionals with deep experience across government, enterprise, and regulated environments. This model allows us to scale delivery while maintaining quality, consistency, and a practical, outcome-focused approach.

We're deliberate about who we bring to each engagement, matching the right trainer, facilitator, or consultant to the specific needs of the customer, the context of the project, and the outcomes that matter most.

Strengthen your IT capability with ITSM Hub 

Let’s turn strategy into operational results. From ITIL® maturity and transformation initiatives to artificial intelligence course delivery and managed services, we work alongside you to build sustainable capability.

Contact ITSM Hub to get started today.