ITSM service improvement

The Client is a global settlements organisation. KA2 were selected to provide consultancy and project delivery expertise in ITSM. This was required in order to help the firm to comply with all legislation and regulatory directives, and at the same time satisfy the audit requirements of the external regulators.

KA2’s initial engagement was to help them define the scope of the programme and to facilitate their ITSM tool selection. The client then engaged KA2 to deliver the entire programme. The team consisted of an ITIL architect, programme manager, process specialist and a tool configuration developer. Operating ‘Client side’, the team was responsible for defining and delivering all aspects of the project incorporating people, processes, tools and governance.

KA2ʹs phased delivery approach was highly effective in enabling the client to deliver a challenging service delivery improvement programme. The client was able to upgrade and mature its IT and business support functions with minimal disruption to staff.

The Project was recognised as “Project of the Year” at the Service Management technology supplier’s Annual awards.

A collaborative experience

As a key link in the financial markets chain, our IT infrastructure and services must meet, and be compliant with the highly regulated requirements of the market. We were working on a important service delivery improvement programme and selected KA2 to provide us with some initial consultancy and project delivery expertise. To achieve a successful outcome we needed access to a very specific set of skills over the course of the 15 month programme. KA2 understood this and were flexible in managing all aspects of their service in line with our precise project needs. They proved adept at ensuring we had a team with the right knowledge, capability and delivery style, at exactly the right time. Without any fuss, they shaped their workforce to meet the changing demands of the programme based on progress and maturity. I was very pleased with KA2′s involvement and their interest in the work. I really felt they had skin in the game, which made it a truly collaborative experience and also enabled them to propose numerous positive suggestions during the entire lifecycle of the programme. KA2’s involvement undoubtedly was a major contribution in helping us to hit each and every project milestone.”

Service Delivery Director – Global Settlements Organisation