New agency engagement framework
Case Study: The Treasury
Conducted desktop research of existing documentation, reports and processes
What we did
- Conducted desktop research of existing documentation, reports and processes.
- Interviewed key IT service providers across several different areas.
- Mapped findings to processes and functions defined within ITIL that make up the ITSM lifecycle.
- Developed an ITIL process and function heat map.
- Synthesised findings into several recommended actions.
- Developed an improvement roadmap for these recommendations.
In response to the first recommended action a project was initiated to develop the ITSM Service Strategy and Vision.
We were asked to work with the Treasury over several subsequent engagements to help them implement our recommendations.