CTO needed an Operating Model to help adapt to Devops and Agile ways of working.
The IT Operations Dept experienced daily outages with high priority incidents taking too long to be resolved (MTTR over 20hrs)
Lack of business engagement etc.

CTO asked for a Target Operating Model with an overhaul of the existing IT Operations department

• Developed a robust transformation plan and roadmap, encompassing a revised organisational structure
• Identified key roles missing from the existing structure & developed a digitally aligned operations model
• Produced in-depth proposals to adapt existing ITIL processes to DevOps & Agile PM working practices
• Further recommended the introduction of operational tools & governance of the entire service lifecycle
• Developed proposals which were estimated to improve operational efficiency by approximately c.20%
• Proposed changes expected to improve response and support for unplanned outages by around 45%
• Delivered steps expected to improve operational stability by 32% & internal user satisfaction by 40-60%
• Successfully implemented tactical solutions to resolve knowledge management & incident ticket issues
• Provided governance around firm’s ServiceNow implementation, using Scrum and Kanban techniques

• IT Service Management & Design
• digital strategy
• digital transformation
• service delivery
• service desk

• Purpose to Portfolio