ITSM Capability uplift

The Cancer Council had recently embarked upon an improvement program to uplift the capability of their Service desk and supporting ITSM processes and tools. They approached UnicornX to assist with this by initially conducting an assessment of their recently improved Change Enablement process and the wider Incident Management and Service desk capability in order to understand where to focus efforts to maximise return on investment

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As an Axelos Consulting Partner, we were able to utilise the globally recognised ITIL Maturity Assessment framework to provide a detailed view of the current state of their Service Desk and supporting processes. 

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Our assessor interviewed key stakeholders and analysed supporting documentation and technology to provide detailed insights and recommendations for improvement.

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At the end of the exercise, we presented a detailed report to the client with recommendations focusing on quick wins and strategic improvements across technology, processes and operating model. The client was able to quickly implement the uplift of their ITSM tools and metrics to build the foundation for the strategic improvements, with the ongoing support of UnicornX.

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The CIO of Cancer Council quoted:

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"The reason that we chose UnicornX for this assessment was a combination of their experience in the ITSM space, and the fact that they are an Axelos Consulting partner with the ability to conduct ITIL assessments using the globally recognised Axelos ITIL Maturity assessment framework. The results speak for themselves, and we would endorse UnicornX for any organisation looking to enhance their IT Service Management."