ITIL: 2011 Service Management Framework

Esteem’s managed services are based on the Information Technology Infrastructure Library (ITIL) best practice framework. It ensures consistency, integrity and validation of operations across IT infrastructures and those business processes that rely on it.

We take responsibility for the entire IT delivery cycle that requires effective implementation, from server management through to the server infrastructure and point of delivery, giving you complete peace of mind that your systems are in safe hands.

The framework consists of:

Service strategy

The purpose of the service strategy is to define the perspective, position, plans and patterns that Esteem needs to execute to meet your business outcomes.

Service design

The purpose of the service design is to ensure that all aspects of a new service are properly considered and prepared for so that the service is introduced smoothly first time, and with no requirement for rework or enhancement.

Service transition

Service Transition aims to bring new or changed services into live operation in a controlled manner, by ensuring that the transition processes are streamlined, effective and efficient, and so minimising the risk of delays.

Service operation

The purpose of service operation is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business user and customer. Service operation is also responsible for the ongoing management of the technology that is used to deliver and support services.

Continual service improvement (service reporting & service measurement)

The purpose of the Continual Service Improvement (CSI) stage of the lifecycle is to align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes. These improvement activities support the lifecycle approach through service strategy, service design, service transition and service operation. CSI is always seeking ways to improve service effectiveness, process effectiveness and cost effectiveness.

Case Studies

Great Rail Journeys

Great Rail Journeys outsourced the management of their IT to Esteem, resulting in substantial cost savings in salaries, training and recruitment, and also increased availability of their online booking systems.

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Esteem integrated the sexual health charity’s IT infrastructure to a centralised platform, which supports their 600+ users to work remotely across the UK.

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BAM Nuttall

BAM Nuttall relies on Esteem to support and maintain their 170+ sites across the UK. The construction company also have a managed service to ensure the delivery and installation of IT equipment to temporary sites.

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