Federal Government Human Services
Scope / Challenge
A federal government department underwent a significant digital transformation project to improve processes and its network. The aim of the modernisation project was to deliver a consolidated service that is better connected, automated and sustainable.
Solution
Effective stakeholder engagement was a cornerstone of the project.
The consultant fostered collaboration through consultations with business and technical stakeholders, including senior executives and program managers. This ensured the new model aligned with the client’s strategic objectives and received broad organisational buy-in.
INDEX Delivery
To further empower the department’s technology team, INDEX provided tailored coaching sessions on Agile tools. These sessions equipped staff with the skills and knowledge to adopt Agile methodologies, potentially leading to increased efficiency, flexibility, and faster service delivery.
INDEX Consultants focused on the following deliverables:
- IT Service Management Gap Analysis Report: Documenting the findings from the review of the existing operating model, highlighting areas that deviated from ITIL best practices.
- Future State IT Service Management Operating Model: Operating model, incorporating best practices from ITIL.
- Agile Tools Training Materials: User guides, workshops and hands-on exercises designed to equip the client’s IT staff with the necessary skills to utilise Agile tools effectively within their workflows.
Outcome
Through a strategic ITIL® (Information Technology Infrastructure Library) framework implementation, INDEX successfully transformed the department’s IT service management. By engaging a highly experienced consultant INDEX delivered a comprehensive review of their existing operating model, identifying areas for improvement. This analysis led to the development of a future-proof operating model documented in a detailed service management manual.
