IT Operations Maturity Assessment
Crown Corporation, National Infrastructure Agency
Overview
A national infrastructure Crown corporation engaged Codeview Digital to perform an independent assessment of their IT operations maturity. After years of organic growth and multiple leadership changes, the organization didn't have a clear picture of where their service management capabilities stood relative to industry standards and their own strategic objectives.
The Challenge
The Crown corporation's IT operations had evolved without a unified strategy, resulting in inconsistent practices and growing operational risk:
- ITSM processes varied significantly across teams with no standardized maturity baseline or benchmarking
- ServiceNow instance heavily customized over 6 years with no governance, creating technical debt and upgrade barriers
- Incident management relied on tribal knowledge with no documented escalation procedures or runbooks
- Change management approval process averaged 14 business days, causing project delays and shadow IT workarounds
- No formal problem management practice, leading to recurring incidents consuming 35% of service desk capacity
- Knowledge management was non-existent. New staff took 4-6 months to become productive
The Solution
Maturity Model Framework
Applied a 5-level maturity model across 12 ITSM/ITOM capability domains (incident, problem, change, knowledge, service catalog, and CMDB, among others), scoring each against industry benchmarks and the organization's strategic requirements.
Stakeholder Assessment
Conducted structured interviews with 28 stakeholders across IT operations, application teams, and business units to capture both the documented processes and the actual day-to-day practices teams relied on.
ServiceNow Health Check
Performed a detailed assessment of the ServiceNow instance, identifying 47 customizations blocking platform upgrades and recommending a rationalization approach to restore upgrade compatibility.
Gap Analysis & Prioritization
Delivered a detailed gap analysis with business impact ratings, categorizing findings into quick wins (0-3 months), medium-term improvements (3-9 months), and strategic initiatives (9-18 months).
Improvement Roadmap
Produced a prioritized 18-month improvement roadmap with resource requirements, dependency mapping, and milestone-based success criteria aligned to the organization's fiscal planning cycle.
Executive Presentation
Delivered an executive-ready findings presentation with maturity scorecards, peer benchmarking comparisons, and investment justification for the recommended improvement initiatives.
Tech Stack
Project Details
Timeline
5 weeks (September to October 2025)
Market Value
$85,000
Results
- Identified 47 ServiceNow customizations blocking platform upgrades
- Change management approval cycle reduced from 14 days to 3 days within 6 months of roadmap execution
- Recurring incidents reduced by 28% after problem management practice implementation
- Executive team approved $1.2M improvement program based on assessment findings
- Assessment framework adopted as the standard for annual IT operations reviews
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