Services
Seven practices, deeply intertwined.
We rarely sell a single capability. Most engagements draw on two or three of the pillars below — designed and delivered by senior practitioners who have run these functions in the line.
01
Service Management & SIAM
Stand up — or rescue — the operating muscle that keeps complex service ecosystems running.
- ITIL, COBIT and ISO/IEC 20000 aligned process design
- Service Integration & Management (SIAM) across multi-vendor estates
- Service quality, assurance and continual improvement frameworks
- Incident, problem, change, knowledge and CMDB operating models
- Capacity and Availability management frameworks
02
Program & Project Management/Organisational Change
Program leadership, organisational change and implementation of modern service frameworks.
- implementation of ITSM, AI, Automation, CRM frameworks and tooling
- Program and project management for complex transformations
- Agile delivery and iterative rollout planning
- Ways of Working design and team operating rhythms
- Organisational change management and adoption strategies
- Operating model design and value realisation
03
Data Management & Reporting
Transform fragmented data across disparate sources into actionable Knowledge that executives actually use.
- OKR, KPI and SLA frameworks tied to business outcomes
- Executive service dashboards and tiered reporting
- MIS cubes and aggregation models across heterogeneous estates
- Service performance narratives and board-ready packs
04
IT and Service-Based Operating Models
Design the organisation around the services it delivers — not the tools it owns.
- Target, IT and Service-Based Operating Model design and implementation
- Service-based operating models with taxonomy and touchpoints
- Shared Services and Global Business Services models
- Roles, responsibilities, RACI and capability uplift plans
05
Contemporary Technology & Automation Adoption
Modernise the platforms and ways of working that underpin service delivery.
- AI adoption and intelligent automation strategy
- Platform migrations (e.g. Remedy → ServiceNow)
- Customer and partner portals
- Atlassian (Jira, Confluence) enablement for agile delivery
- RPA and intelligent automation rollout
06
Vendor Management & Contract Reshaping
Reshape sourcing arrangements so the commercials match the outcomes you need.
- OGC-aligned supplier management practice
- Contract reshaping, renegotiation and exit planning
- Outsource and insource transition programmes
- Vendor performance, governance and assurance regimes
07
Application Portfolio Management
Gain visibility, reduce complexity and drive better investment decisions across the application estate — turning inventories into strategic decision-making assets.
- Application discovery and enterprise catalogue (business apps, SaaS, integrations, legacy and shadow IT)
- Business capability mapping to expose duplication, concentration and strategic vs tactical systems
- Application assessment against business value, functional and technical fit, lifecycle, supportability, security and cost
- Lifecycle classification — Invest, Maintain, Modernise, Consolidate, Retire
- Governance and ownership models covering business, technical, architecture and data stewardship
- Alignment with TOGAF, ServiceNow APM, CSDM, ITIL and COBIT
- Rationalisation roadmaps, technology risk assessments and investment recommendations