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ITSM process review and toolset assessment

Business requirement

The need to establish IT Service Management (ITSM) practices that support an agile environment was identified by the new CIO of a well known insurance company.

With low process maturity and the lack of a suitable ITSM toolset Pipefish was engaged to undertake a process review with a view to process improvement and assessment of one or more ITSM tools.

CIO watchlist: Yes
Scale: Whole of IT
Programme Management: Customer
We've been given a 'leg-up' in transforming our processes and a framework to support us to continually improve. We've gone much further beyond where we would have been able to go on our own.
ITSM Manager, Project Lead
Fantastic outcome. Appreciated the way Pipefish came in and truly partnered with us. Our entire team was fully and actively engaged throughout the process and was left with a solid understanding of the core concepts over and above the high quality deliverables (taught us to fish)
CIO, Project Sponsor

What we did

  • Pipefish reviewed existing processes and tools across core ITSM processes
  • Established a process assessment approach that can be leveraged for future maturity and process effectiveness assessments
  • Engaged with resources from all IT teams and levels to ensure a comprehensive understanding of IT operations
  • A number of process improvement recommendations were made, including practical guidance on how to deliver these
  • Process improvements were able to be realised even with the lack of an adequate ITSM tool
  • A market scan of suitable ITSM tools was conducted and assessment process undertaken. Positioned the client to complete the selection process with two shortlisted vendors
  • Focussed on building capability of key IT resources fulfilling operational ITSM roles

Delivered outcomes

Designed and implemented IT service management process improvements and guided the shortlisting of ITSM tools to two preferred vendors.

Pipefish continues to work with this client at scheduled checkpoints to provide ongoing advice and assistance to grow ITSM maturity and support continuous improvement.

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