Our Projects

Regional Bank

A large, regional bank was implementing ServiceNow as part of a large digitisation project and required impartial oversight into the vendor engagement. We were engaged to ensure genuine value was achieved from the vendor and the tool.

The activities we undertook included:

• Understanding the vision and outcomes of the digitisation strategy.
• Overseeing the vendor to activities to ensure value
• Giving regular feedback on progress to the Program Executive on the tool implementation
• Designing the core service management processes, aligning to best practice
• Training the IT team in the principles of service management and the new processes
• Training the IT Executive Team in service management

The frameworks used were: ITIL, Agile, Kanban, DevOps

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Global telecom

A large global telecom organisation were implementing ServiceNow as their core platform, but had not reviewed or designed any processes. The existing platform was expected to be used for an extended period while new platform was implemented, so we recommended they refined and redesigned their processes on the existing tool to extract the most value. The new processes could then be used on the new platform at go-live, offering our client a cost-effective solution.

We took the time to understand the corporate vision and strategy and proposed our bespoke approach.

We also undertook a Maturity Assessment and a redesign of the existing processes required for Self-Service and Customer Onboarding.

We defined existing lines of service for clarity and defined each service within those lines of business

The Frameworks used: were ITIL, Agile

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Technology company

A large, privately owned technology company had a significant change in strategy and wanted to identify efficiencies within that program of work. They were also implementing ServiceNow to support new service management processes.

We provided a full Maturity Assessment of all operational processes, allowing us to identify and road-map operational efficiency improvements.

The frameworks we used were: ITIL, Agile

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Large banking organisation

A large banking organisation were implementing a significant new service. We were asked for assistance with transitioning the service to ‘go-live’.

We assessed the organisational readiness of their Managed Service Provider, along with internal support and external vendor capabilities.

We also defined an operating model for the new service, together with coordination and knowledge transfer of new processes to all parties. We modelled self-service requests and associated workflows required to make the new service a success.

The frameworks we used were: ITIL, Agile, Lean, Kanban, SFIA

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‘Big 4’ Bank

One of the ‘Big 4’ Banks was implementing a large program of Service Management improvements.

We workshopped, defined and agreed the Service Configuration Management practice and defined the implementation plan for the non-technical (people and process) aspects of implementing the changes.

We also defined the configuration management policies and process, in conjunction with the incumbent configuration management teams.

Finally, we provided program guidance and training to their Organisational Change team and the program implementation teams.

The frameworks we used were: ITIL, Agile, Lean, Kanban.

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