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IT Service Management, Development
& Deployment (Operational Service Management)

Client: Defence

Services Provided: Service Management  |  Change Management  |  Stakeholder Engagement  |  P3M

Project Summary

The Operational Management Service (OSM) project within Defence Digital was commissioned to ensure continuity and integration of existing and future services. We managed this through creating and updating process policies, governance gateways and Service Management (SM) tooling  to:

  • Ensure current and future managed service providers (MSPs) are held accountable for providing services, reporting, and adhering to specified governance.
  • Enable the authority to take control of core processes for more effective service integration and management
  • Provide greater visibility of MSP performance
  • Promote and facilitate collaboration
  • Ensure integration across platforms and providers for improved user experience
  • Provide service assurance as new services are integrated
  • Enable future business-as-usual delivery with appropriate embedded governance

Benefits and Outcomes

The OSM programme has ensured business continuity and integration of future services within Defence Digital to provide greater visibility of managed service provider performance, and enabled the client to take back control through effective service integration and management.

The successful SIAM implementation delivered:

  • Significant process transformation
  • Updated and aligned tooling to support process transformation
  • Enhanced the build of the Defence Digital Service Catalogue to support request fulfilment
  • Development of service level monitoring and reporting (SLM&R), request fulfilment, and catalogue management process
  • Development of smart reporting and service book in accordance with SLM&R process and wider OSM requirements
  • Enhanced governance with a management commitment to give back control to the authority and to allow service delivery and operations to be a more robust customer


“i3Works have supported us in successfully running several problem cases, which subsequently freed up the Senior Problem Managers from their busy day jobs, affording them the capacity to work on demands placed upon them by the OSM programme requirements. The i3Works consultant has also assisted in the OSM work and development of the problem management procedure and the underpinning work instructions.” Cdr Steve White, Defence Digital PCSI Asst Head

“i3Works have provided excellent support and SME advice in the design process reviews, working tirelessly with my team and provided excellent foresight, support and management. They have progressed some very complex process queries to resolution.” Andy Jay, Defence Digital CS Asst Head

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