Department of Health Tasmania – Platform health assessment + 24-week uplift plan
Overview
Conducted an Ivanti platform health assessment across user experience, process configuration, and operational controls, then produced a resourced, phased improvement plan.
Platform: Ivanti · Focus: Platform health assessment + uplift roadmap · Engagement: Assessment + 24-week phased plan
The situation
The platform needed a clear view of what was working, what was risky, and how to sequence improvements. Resourcing and CSI capability were part of the problem – not just configuration.
What I delivered
- Assessment across Service Portal, dashboards/reporting, Incident configuration, SLAs/KPIs, and Major Incident
- Review of platform resourcing and CSI capability (operating rhythm, ownership, throughput)
- A 4-phase improvement plan over ~24 weeks, including resourcing and milestones
Approach
- Validate issues against real configuration and operational examples
- Prioritise improvements based on impact, effort, and risk
- Build a roadmap that is resourced and implementable (not just “a list of ideas”)
Outcomes
- Clear prioritised plan with practical sequencing and measurable milestones
- Improved clarity around ownership, BAU capacity and CSI requirements
- Stronger foundation for sustained uplift rather than reactive change
Key decisions and design choices
- Treated resourcing/operating model as part of platform health, not a separate problem
- Phased the roadmap to protect BAU operations while improving fundamentals
- Focused on improvements that directly affect user trust and service outcomes
What this enabled next
- More confident decision-making on what to fix first and why
- A roadmap that could be actioned immediately by internal teams or delivery partners
Tools and capabilities
Ivanti platform assessment, ITSM configuration review, reporting/SLA analysis, roadmap design and resourcing planning.
If you’re tackling something similar
If your platform feels “busy but not improving”, I can help you diagnose the real constraints and build a phased plan that’s actually deliverable.