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Client Challenge

Our client, the largest nuclear reprocessing plant in Europe, was about to embark on a major IT transformation program. For many years, they had a monolithic IT sourcing contract with a major IT service provider.  Over time, this contract had become inflexible and costly. The client felt that they could drive best value by adopting a Service Integration and Management (SIAM) program.

This involved re-letting the scope of the existing contract through 10 new IT service contracts, as well as creating an in-house service integrator function.

The program involved creating a target operating model, selecting a new ITSM tool, building the new organisation and transitioning from the existing contractual framework to the new 10-contract model.

What We Did

Syniad was engaged via the government GCloud framework to provide IT transformation services.

Initially, we developed a Target Operating Model (TOM), working within a multi-disciplinary team to create, iterate and gain acceptance to the end-state model including ways of working, processes, tooling, organisation design and cultural change.

The Target Operating Model described the future ways of working, including organisation structure, process model, supporting ITSM tooling and underpinning governance.

We refined the TOM over a series of workshops with various stakeholder groups, comprising initially of IT leadership which then broadened out to Finance, Commercial, Project Delivery  and Service Management teams.

Following the successful sign-off of the Target Operating Model, we once again worked within a large team to:

  • Undertake the detailed ITSM tool design, tool selection and transition to the new ITSM tool
  • Build the future state service model for each of the new contracts, enabling each new supplier to onboard with a clear view of their operational responsibilities


Our subject matter expertise in SIAM and IT Operating Model design was a major contributing factor to the success of the program overall.

As contracts were onboarded, each had their own service model and operations manual, which enabled them to fulfill their service obligations.

The ITSM tool went live supporting the Service Desk initially, followed by each subsequent contract as the individual service towers went live.

Useful Links

How we can help​

To find out how we help organisations like yours design and build highly effective operating models, read ITSM Maturity Assessments – The lowdown! or our ultimate guide to SIAM.