ITSM stabilisation and operating model transformation for a UK charity
When a national learning disability charity needed to stabilise fragmented IT services during a period of leadership change, Definia delivered rapid service management improvements whilst laying foundations for long-term transformation.
Conducted an ITSM maturity assessment across core service processes to identify critical gaps and priority interventions.
Controlled change and asset management established clear accountability and reduced operational risk.
The client engaged Definia for the next transformation phase, focusing on embedding capability, reducing friction and enabling automation.
Define
Our client is a national charity supporting people with learning disabilities, with a complex technology estate and geographically dispersed services. The organisation was undergoing a period of technology transition and leadership change.
Our client faced several interrelated challenges:
- Inconsistent IT service performance, with limited visibility of demand, capacity and service health, compounded by unclear ownership and accountability across technology services and suppliers
- Fragmented IT Service Management (ITSM) processes, with varying maturity across Incident, Request, Change and Asset Management
- A need to stabilise services quickly whilst laying foundations for a more modern, product-aligned operating model
- Pressure to demonstrate value for money, improve control and rebuild stakeholder confidence in IT
The business required immediate stabilisation without disrupting frontline services, alongside a pragmatic roadmap for sustainable improvement.
Design
Definia mobilised rapidly to stabilise services and design a fit-for-purpose ITSM model, aligned to the organisation’s scale, culture and charitable mission.
The scope encompassed the following:
- Conduct a rapid ITSM maturity assessment across core service processes, identifying critical gaps and priority interventions
- Redesign the Incident, Request, Change, Problem and Asset Management processes aligned to ITIL best practice, but tailored for practicality
- Define clear service ownership, RACI and governance structures, including supplier interfaces
- Design a target IT operating model, balancing service-led stability with future product-oriented ways of working
- Conduct technology tooling assessment and support, ensuring processes and behaviours led the technology, not the reverse
- Provide hands-on coaching and capability uplift for internal teams to embed new ways of working
The approach deliberately blended delivery, advisory and coaching, ensuring improvements were not consultant-dependent.
Deliver
Key achievements of this engagement include:
- Service stabilisation during a period of organisational change
- Clear accountability established across IT services and suppliers
- Improved visibility of demand, incidents and service performance
- Reduced operational risk through controlled change and asset management
- Practical foundations for a future service and product-aligned operating model
Following this success, the charity has engaged Definia for Phase 2 of its transformation, focusing on embedding capability, reducing operational friction and enabling automation whilst maintaining service continuity.
Our lean, high-impact delivery model will help move the organisation from stabilisation into repeatable, sustainable service improvement.
Contact us
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