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.

The result

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.

Back To Top