Services
Three complementary capabilities.
Service Axis is positioned around three capabilities that reinforce one another. Most engagements draw on two or three of them — designed and delivered by senior practitioners who have run these functions in the line.
Capability 01
AI Adoption & Governance
AI strategy, organisational readiness, responsible AI, ISO/IEC 42001 alignment, automation and risk management.
01
AI Governance (ISO/IEC 42001)
Establish, operate and continually improve an Artificial Intelligence Management System (AIMS) aligned to ISO/IEC 42001:2023 — covering internally developed AI, purchased AI, embedded AI and employee use of generative AI.
- AIMS scope, AI policy, governance charter and executive accountability structures
- AI use-case inventory, ownership, classification and risk tiering across the estate
- AI risk, opportunity and impact assessments, treatment plans and residual-risk sign-off
- Lifecycle release gates from intake to retirement — design, validation, deployment, operation and retirement
- Annex A control implementation across the ten control families, with a statement of applicability
- Data governance, generative AI safeguards and third-party/supplier AI controls
- Governance metrics, internal audit, management review and corrective actions
- 180-day implementation roadmap — mobilise, design, pilot, roll out, assure
02
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
- ServiceNow and Salesforce platform enablement
03
Automation
Find the work that should not be done by a person — then build it, run it and govern it.
- Automation opportunity assessment and prioritisation across service, finance and operations
- RPA (e.g. UiPath) bot design, build, test and operational handover
- Intelligent automation — document extraction, classification and decision support
- Process discovery and mining to quantify volume, cycle time and touchless rate
- Automation centre of excellence: intake, triage, build standards and run/support model
- Bot performance, exception handling, resilience and cost-to-serve reporting
- Automation risk and control framework aligned to AI governance and change management
Capability 02
Enterprise Service & Digital Transformation
Service Management, ServiceNow, Salesforce, data governance, process optimisation and straight through processing.
04
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
05
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
06
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
07
Straight Through Processing
Re-engineer end-to-end transaction flows so work completes without manual handling — and stays that way.
- Straight-through-processing baseline — touchless rate, exception volume, cycle time and cost per transaction
- End-to-end journey mapping from intake to fulfilment across systems, vendors and handoffs
- Exception-driven redesign that attacks the manual steps breaking the flow
- Data quality, validation and decisioning at the point of intake
- Integration design to remove rekeying, email and spreadsheet handoffs
- Controls, audit trail and evidence for regulated and high-value flows
- Instrumentation and continual improvement against STP, latency and recovery targets
Capability 03
Operating Models & Commercial Advisory
Service-based operating models, shared services, organisational change, supplier governance and contract optimisation.
08
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
09
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
10
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