The organisation had undergone considerable growth with a recent takeover effectively doubling the size of the business. Although some integration work had taken place there was still much to do, especially in the service management function with instances of duplication, lack of ownership, ‘process for process sake’ etc. Additionally, the organisation was facing another potential takeover putting additional pressure and focus on IT to be able to demonstrate their capabilities. Finyx conducted a review of 6 key service management processes to provide an unbiased view of existing maturity levels and an action plan to address hotspots.
Service management maturity assessment for a global fintech company
Immature and fragmented service management capability
Lack of accountability across processes post-acquisition
Service management as a function under considerable pressure from the business
- Baselined maturity assessment including key themes, a process heatmap, and detailed findings by process (sub-categorised by people, process, information & tools)
- Alignment of service management with critical business stakeholders from all legacy organisations.
- Delivery of an action plan to establish a fit-for-purpose global service management function
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