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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.

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