10% incident reduction in one month at a national accountancy

Over the years the demands on the business had grown substantially, but IT was widely seen as a cost centre that delivered little value. The internal team knew they could do better, but they didn't have a clear, prioritised view of what to fix first - or the senior weight to drive change at speed.

We ran a maturity assessment workshop with key IT management. Together with the internal improvement team we identified and validated gaps across incident, problem, and change management processes. A clear roadmap and improvement plan were developed. Weekly progress sessions provided ongoing mentoring and challenge as the team executed.

Within weeks the improvements were measurable. Total incidents fell by 10% in the first month. Basic change controls went into production and held - immediately reducing the rate of change-induced disruption. The internal improvement team gained the credibility and authority to drive the next phase, including the implementation of a new ITSM toolset.