Managing sustainable and cost-effective IT services
Challenge
The Home Office faced a critical need to transform its technology service delivery by transitioning from a long-standing legacy IT Service Management tool to a modern, cloud-based platform.
The transformation required carefully managing the exit from existing outsourced arrangements while building new organisational capabilities, ensuring minimal disruption to operational functions across multiple supplier ecosystems.
Solution
The project team developed a sophisticated, phased transition strategy moving from the legacy Triole for Service (TfS) to ServiceNow. The migration was executed through a carefully orchestrated four-wave approach, methodically onboarding services from internal teams through to multiple external suppliers.
A comprehensive six-stage transition process was implemented, focusing on systematic supplier engagement, detailed preparation, thorough impact assessment, and strategic readiness planning.
A managed team implemented structured governance and control, ensuring a smooth, low-impact transition to new operational processes.
Impact
By implementing the new ServiceNow platform, the Home Office fundamentally reimagined its technological service delivery capabilities. The transformation addressed longstanding challenges of flat hierarchical structures and over-reliance on individual knowledge, creating a more robust, scalable, and flexible IT service management approach.
The project not only modernised technological infrastructure but also reshaped organisational operating models, enabling more efficient and responsive digital service delivery.