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Client Challenge

Our client was a central government department at the centre of the UK government’s response to the Covid 19 pandemic.

They required a detailed report with recommendations on how to improve the IT service provision, which had been hastily established and lacked a consolidated support model.

They asked Syniad IT to conduct an assessment, which included the end-to-end technical services across the organisation, including the practices of many of the third-party suppliers who were also involved in the service provision.

As part of this program, the client was also implementing ServiceNow and required our recommendations to align with their tooling roadmap.

In addition, there was the added challenge of working across a disparate organisation with unclear roles and responsibilities.

The work was split into three main areas:

  • Process Maturity Assessment
  • Management and planning of the ServiceNow minimal viable product implementation
  • Definition of Problem, Change and Major Incident management processes

What We Did

We engaged with a number of stakeholders in a highly complex and challenging environment. A report was produced following our standard assessment approach, which resulted in the production of a very detailed report.

We facilitated workshops across a multitude of third-party organisations for a number of areas including Major Incident, Problem and Change Management, allowing delivery teams to consolidate these processes into a set of process flows that the client is now implementing.  We also managed the configuration of the ServiceNow tool to form a minimum viable product implementation.


We produced 54 strategic recommendations to move the organisation from a chaotic state to a stabilised state and better align with best industry practice processes.

Following the workshops, recommendations were also made in line with best practice to establish a good platform for the next phase of ServiceNow implementation.

Our process models formed the basis of the ServiceNow implementation, providing a sound foundation for a more collaborative working environment.

Improved collaboration across the organisations was achieved along with positive feedback from the client.

Useful Links

How we can help​

Read our blog “Are you maximising your ServiceNow investment”?

To find out how we help organisations like yours design and build highly effective operating models, read more about SIAM and ITSM.