Case studies
Selected engagements.
A representative cross-section of work across Banking, Government, Media, Telco and Law. Client identities have been generalised; details available under NDA.
01
Government · 2023 — Present
Large Australian Government Department
Transition from legacy systems to ServiceNow, a next-generation contact centre, a customer-facing portal and a service-based operating model serving ~170,000 staff, students and partners. Full organisational change management delivered through a newly-created Service Experience directorate.
- Migration from Remedy and stand-up of customer service portal
- Next-gen contact centre designed and delivered
- Delivered modules include GBS, CSM, ITOM, SPM, SLM, FSM, Vault and Automation Engine in production
- CSDM-driven CMDB and service taxonomy embedded
- Atlassian Jira & Confluence introduced for agile programme delivery
- ServiceNow Impact value realisation owned and tracked
02
Banking · 2019 — 2023
Tier-1 Australian Bank — Payments
Following a brand-damaging payments outage, the consultancy was retained to implement improvements. Frameworks, playbooks and a service management model were delivered within the Payments domain, with Payments serving as the vanguard for rolling out a service-based operating model across the bank.
- Service-based operating model designed and deployed in Payments
- Payment Services Availability model addressing a severe 2019 outage
- Resilience and stability uplift across institutional payment rails
03
Media · 2014 — 2019
Global Media Group
Transition from legacy systems to an end-to-end Service Management & Assurance capability covering operational service management, solution onboarding, service quality, customer satisfaction, supplier management, automation, transition and transformation. Full organisational change management to embed new ways of working across the group.
- ServiceNow introduced across the group with change management support
- Stood up supplier management and service assurance practices
- Embedded automation in operational service delivery
04
Telco · 2011 — 2014
Global Telecommunications Carrier
End-to-end design and delivery of managed-service solutions for Tier-1 customers (>$200m TCV), spanning service design, integration and service management tooling (ITSM and Event).
- Multiple Tier-1 deals designed end-to-end
- Service design and tooling integration for complex managed services
05
Telco · 2010 — 2011
Global Mobile Operator — Outsource Transition
Service delivery transition for outsourcing of the technology function to a global SI — 220+ IT personnel and a multi-incumbent estate (HP, IBM, Dimension Data, Ericsson), with organisational change and transition execution.
- Successful transition of 220+ staff to incoming SI
- Multi-incumbent service continuity preserved
06
Law · 2006 — 2008
World's Largest Law Firm
Definition and introduction of a new supplier management practice using the OGC model. Definition and implementation of business and technical service catalogues.
- OGC-aligned supplier management embedded
- Business and technical service catalogues live
07
Law · 2003 — 2006
Magic Circle Law Firm
Establishment of a complete ITIL service management capability across all support functions — people, systems and processes — with end-to-end ownership of the delivered process estate.
- Full ITIL capability stood up from greenfield
- Single accountable owner across the process estate