As a result of internal reviews and an assessment by Capita, a leading provider of insurance and reinsurance in the Lloyds market decided that they needed to improve their IT delivery processes. Service management was one of the areas identified for improvement so we suggested that ITIL (IT Infrastructure Library) and ISO 20000 would be a good way of introducing best practice and standards. The core assignment was to select an updated toolset, document policy, process and procedures for improved service management and then roll this out progressively across the key IT areas. Capita also provided advice on team structure, job responsibilities and coaching for those appointed.
Capita was engaged on the strength of our proposed approach and the experience of the senior delivery leaders. The client’s IT department has been completely revised, from IT governance downwards. They are now business facing, structured, measurable and following industry best practices.