IT Service Management

The Client’s key objectives included reducing the time to realise value from the automation initiative but with the necessity of allowing them to gain confidence in the accuracy and quality of the automation outputs. Initial business processes identified centred around Service Management where administrative overheads needed to be removed and operational efficiencies improved.

The Technical Design Sprint enabled the identification and division of the automation candidates into a phased approach based on business necessity. The unique process feasibility assessment identified all automation candidates had key dependencies missing (in
this case critical API functionality) which needed to be remedied before any further steps could be taken.


Early identification of blockers and challenges and the required mitigating actions for proposed automation candidates is critical to automation success. The detailed analysis conducted in the Technical Design Sprint provided the team confidence in the automation
initiative. Re-assurance was given that all success criteria for the automation capabilities had been addressed.


Full evaluation at the start of an automation journey ensures the de-risking of stalled programs, wasted allocated resources, and associated budgets