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Client Challenge

The client, a global accounting and consulting firm, had recently established a program of improvement for their Service Management processes in their internal IT department.

They wanted the opportunity to take a checkpoint on their progress, in order that they could ratify the results achieved to date, adjusting course as necessary.

What We Did

We deployed a small team to conduct a process maturity assessment using our standard assessment methodology.

The scope included the Service Desk function, as well as Incident, Problem, Change and Configuration Management.  In addition, Software Asset Management, Capacity Management, Release Management, Transition Management and Continual Service Improvement were also in scope.

We interviewed approximately 30 staff, looked at process documentation and observed processes in action to gain a unique insight into the organisation’s process maturity.


We produced a 50+ page report, which detailed our findings in terms of process maturity, tooling, organisation and governance.  More than 60 prioritised recommendations were also produced and mapped onto a roadmap.  The client feedback on the report was excellent.  They’ve taken our recommendations and converted these into a tracking spreadsheet where progress against them can be assessed on an ongoing basis.

They’ve also retained our services to act in an advisory capacity on an ongoing basis, working closely with their process owners to help bring about incremental process maturity improvements.

We’ve also been asked to repeat the process on a 6 monthly basis, to ensure momentum and focus are maintained.

Our client said, “Syniad IT brought deep subject matter expertise to conduct an in-depth and objective review of our progress to date.  They have given us impetus to continue our improvement projects and have helped us to refocus our attention on the areas which will deliver the most business benefit.  Their comprehensive report gives us the confidence that we are focusing on the right things and we will be able to show incremental improvement when we repeat this exercise in 6 months’ time.”

Useful Links

How we can help​

To find out how we help organisations like yours with process maturity assessment, read ITSM Maturity Assessments – The lowdown! or our ultimate guide to ITSM.