Services
I help teams improve trust, usability, and delivery outcomes across ServiceNow, Ivanti and Jira, starting with a clear assessment and roadmap, then supporting implementation.
Not sure where to start?
If you want clarity before you invest, start with an assessment and roadmap. If you already know the problem, you can engage directly for delivery uplift in the areas below. Most clients start with an assessment, then move into a focused delivery stream.
Platform Assessment and Roadmap
Identify what’s really holding the platform back, then create a phased plan your team can execute.
Common triggers
- Teams are reactive and can’t prioritise work
- Adoption is low despite the tool being live
- Reporting is unclear and outcomes are disputed
- Stakeholders have different definitions of success
What you get
- Clear current-state view across key areas
- Evidence-backed problem statements and priorities
- Key constraints and risks surfaced early
- Phased roadmap with milestones and effort
How it works
- Short discovery workshops plus platform review
- Synthesis into findings and priority actions
- Playback to confirm decisions and sequencing
- Final roadmap and handover-ready next steps
Good fit for: Teams planning a significant uplift, migration, or a reset in governance and ownership.
CMDB, Discovery and Service Mapping
Build trusted CI data, discovery coverage, and service relationships that improve impact analysis, change confidence and reporting.
Common triggers
- CMDB exists, but teams don’t trust it
- Discovery coverage is patchy or hard to scale
- Relationships are missing, so impact is weak
- Data quality drifts after each change
What you get
- Target CI model and relationship design
- Discovery coverage plan and run cadence
- Pattern tuning plus data quality uplift
- Lightweight governance to prevent drift
How it works
- Define the model and quality controls first
- Prove value in a controlled first wave
- Scale using simple trust gates and checks
- Handover as a BAU owned capability
Good fit for: Organisations who want CMDB to support real decisions, not just exist for audits.
Integrations and Automation
Reduce manual effort with pragmatic integrations and automation that measurably lowers Service Desk workload.
Common triggers
- Too much copy-paste and re-keying
- Double handling across tools and partners
- Catalogue fulfilment is technician heavy
- Manual steps slow down simple requests
What you get
- Integration design focused on workload reduction
- Automation across catalogue and fulfilment flows
- Supportable patterns with clear ownership
- Delivery in waves so value lands quickly
How it works
- Identify the highest-touch workflows first
- Prioritise a small set of high impact wins
- Deliver, measure, refine, then expand coverage
- Handover with BAU ownership and runbooks
Good fit for: Teams needing scalability without adding headcount, and wanting cleaner operational handoffs.
ITSM and Portal Experience
Improve how users log work and find answers through cleaner processes, simpler design and better self-service.
Common triggers
- Incident and request pathways are inconsistent
- Catalogue has grown into duplicate clutter
- Portal usage is low, users default to email
- Users cannot find the right entry point
What you get
- Clear intake signals and simpler routing
- Catalogue restructure with reusable patterns
- Portal uplift guided by real usage evidence
- Knowledge readiness improvements to cut noise
How it works
- Map current intake pathways end to end
- Validate behaviour using platform usage data
- Reduce clutter first, then uplift experience
- Release in small waves, so adoption sticks
Good fit for: Teams who want a portal people actually use and processes that don’t collapse under growth.
Recent project experience
A selection of engagements across government, education and enterprise environments.
Want a clear starting point?
If you’re unsure which service fits, tell me what you’re trying to improve and I’ll suggest the best way to start.