ITSM process assessment & roadmap development

A large US based multinational travel and meetings program management company engaged Trianz to assess and develop a comprehensive roadmap for Service Management instance.

Business Challenge

  • The client has a separate ServiceNow instance for Service Management and the resulting process gaps were leading to issues related to audits, especially change management. Also, the CSF and KPIs were not configured/measured properly. It was looking to engage with a firm to conduct an assessment of all of its ITIL processes to address the gaps and identify areas for improvisation.


  • Understand the current state of process through classroom based workshops in client location for key process areas – Incident, Problem, Change, IT Asset and Service Request Management.

  • Conducted workshop through a scenario based approach to understand AS-IS process that is followed through Gap Analysis Report

  • To determine the desired state (TO-BE) during the workshop and conduct interview sessions with the relevant stakeholders to understand current pain points and challenges.

  • To identify action items during the process based on the concepts discussed; action Items will be distributed amongst both parties depending on the output required.

  • Define the process by adopting best practices as per ITIL v3 Framework aligned to business needs.

  • To provide a walkthrough for final sign-off.

Transformational Effects

  • Aligning current processes with PCI-DSS requirements.

  • Detailed knowledge articles/reference guides beneficial for practical use.

  • Highly efficient KPIs and metrics defined to enhance user experience.

  • Defined step-by-step flowcharts that aligns with GBT Organization Structure.

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