Northern Beaches Council – ITSM rollout + CMDB (delivery lead)

Overview

Refreshed and stabilised an Ivanti ITSM platform in a short timeframe, delivering the core ITSM modules, a modernised portal experience, and a fit-for-purpose CMDB schema. The work created enough momentum and platform trust to scale into HR and additional services.

Platform: Ivanti · Focus: ITSM rollout + portal refresh + CMDB schema · Engagement: Fast-track stabilisation and uplift

The situation

The organisation was operating an existing ITSM tool with heavy customisation and multiple breaking points, which reduced reliability and slowed improvement. They needed a reset: consistent ITSM foundations, a usable portal experience, and a CMDB structure that supported reporting and operational decision-making, delivered quickly to enable adoption to recover.

What I delivered

  • Reworked core ITSM modules (Incident, Change, Problem, Knowledge, Release) with consistent patterns
  • Service Portal design and delivery to improve self-service clarity
  • CMDB schema design aligned to operational use (classes, relationships and reporting needs)
  • End-to-end technical delivery across build, testing, cutover, and handover
  • Delivery coordination model: I led design/build with support from an Ivanti specialist resource

Approach

  • Deliver core modules with consistent patterns and governance guardrails
  • Build for adoption: portal experience and knowledge were treated as critical, not optional
  • Practical handover: ensure BAU teams can support and evolve the platform

Outcomes

  • Stabilised and refreshed platform foundations, reducing breakpoints and improving reliability
  • Removed key breakpoints in custom automations, improving reliability and reducing support overhead
  • Stronger operational visibility through a practical CMDB structure
  • Created momentum to expand the platform into HR and additional services

Key decisions and design choices

  • Prioritised stability and consistency over adding new features. Fix the breaking points first
  • Reduced technical debt by simplifying over-customised workflows and stabilising fragile automations
  • Standardised core ITSM patterns (states, fields, routing, SLAs/reporting) to make BAU supportable
  • Designed the CMDB for operational use (classes/relationships that support reporting and decision-making, not “data for data’s sake”)
  • Delivered with a fast-track approach: iterate quickly, validate with real examples, then harden before cutover

What this enabled next

  • A stable foundation for continued ITSM uplift without regressions
  • Faster onboarding of new services and catalogue expansion on a consistent pattern
  • Faster onboarding of new services and catalogue expansion on a consistent pattern
  • Ability to scale the platform into HR and additional service areas with confidence

Tools and capabilities

Ivanti ITSM, Service Portal, CMDB schema design, implementation leadership, fast-track delivery and cutover.

If you’re tackling something similar

If you’re running an ITSM tool that’s heavily customised and starting to break under its own weight, I can help you stabilise it quickly: reduce technical debt, standardise core patterns, and rebuild trust so the platform can scale into new services without constant rework.

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