The process exists, but isn't working consistently
Different teams interpret or apply the practice differently, creating variability, workarounds and unpredictable outcomes.
Transformation Foundations
Take a deeper look at the Service Management practices that matter - and build the foundations for meaningful improvement.
Transformation Foundations provides an independent, structured assessment of individual Service Management practices across people, process and technology - helping you understand what's working, what's getting in the way and what needs to change.
How it works
- 1Assess
- 2Examine
- 3Identify
- 4Recommend
01 - What this helps with
When you know a Service Management practice needs attention - but need to understand the real issues before making changes.
Ownership and governance aren't clear
Roles, responsibilities, controls and decision-making have evolved over time or aren't consistently understood.
The technology and process aren't working together
The ITSM platform may support the practice, but workflows, configuration or ways of working aren't delivering the outcomes expected.
We know improvement is needed, but need the facts
Before investing time, money or effort, you need an independent view of what's really happening and where improvement will create the greatest value.
02 - How it works
A structured assessment that looks at the whole practice - not just the process document.
- STEP 01
Assess
We work with the people closest to the practice through focused assessment sessions, typically 1-2 hours per practice, to understand how it operates today.
- STEP 02
Examine
We look across People, Process and Technology to understand how the practice is designed, governed, enabled and used in the real world.
- STEP 03
Identify
SMS brings together the evidence to highlight strengths, gaps, roadblocks and opportunities for improvement.
- STEP 04
Recommend
We translate the findings into clear recommendations and a practical, prioritised pathway for strengthening the practice.
03 - What you walk away with
A fact-based view of the practice - and a practical way forward.
- A clear current-state assessmentAn independent view of how the practice is operating across people, process and technology.
- Key observations and capability gapsVisibility of what's working well, what's creating friction and where capability needs to be strengthened.
- Prioritised recommendationsPractical recommendations focused on the changes most likely to improve consistency, effectiveness and operational outcomes.
- An improvement roadmapA structured pathway showing what should be addressed, the recommended sequence and how improvement can be taken forward.
- Greater confidence before investingA stronger evidence base for deciding what to change, what to retain and where effort and investment should be directed.
04 - Who this is right for
Transformation Foundations is designed for organisations that need more than a high-level assessment - they need to understand a specific capability properly.
Service Delivery & IT Operations Leaders
who know one or more Service Management practices aren't delivering the outcomes they should.
Practice & Process Owners
who want an independent assessment of how their practice is operating and where it can be strengthened.
Organisations preparing for improvement or transformation
where current practices need to be understood and strengthened before major process, operating model or platform changes are made.
Sound familiar?
Transformation Foundations answers these 3 challenges.
05 - Common questions
Common questions.
Anything else? Find a time and we’ll talk through the specifics of your environment.
Transformation Foundations can be applied across core Service Management practices including Incident, Request, Problem, Change, Release, Event, Knowledge, Service Catalogue, Configuration Management and other agreed capability areas.
Ready to move
Understand what's really happening before deciding what to change.
If an important Service Management practice isn't delivering the consistency, control or outcomes you need, Transformation Foundations can help you establish the facts - and identify the practical way forward.
Other ways SMS can help