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Client Challenge 

Our client, Whitbread plc, wanted to baseline the capability of their IT delivery organisation, focussing on their ITSM processes, support tooling and organisation considerations. 

They operate a continual improvement approach, where a trusted, independent baseline is critical as it forms the basis of improvement planning.   

What we did? 

Working closely with their internal and supplier teams, we established the current levels of process maturity, identifying strengths and areas of improvement.  We produced a broad range of recommendations, which spanned processes, tooling, governance and organisation approach. 

Having produced this list, we established an improvement roadmap which we presented as part of our leadership briefing.  Having the assessment report, recommendations and roadmap enabled the leadership to see where improvement opportunity existed and what could be implemented. We also included a potential timeline which provided the relative priority, impact and urgency for each recommendation. 


The IT leadership were pleased with the quality of our report. 

Karen Copley, Head of Service Operations & Customer Experience said,  

“We engaged Syniad IT to conduct an ITIL maturity assessment, to help provide focus and structure to improvements in our IT Service Management function.  They spoke to our internal IT team and external suppliers to gain a detailed picture of our key strengths and improvement areas. We were impressed with the level of detail in their report, which provided deep analysis and insight into our Service Management capability, recommendations, key focus areas and provided excellent value for money.  Their observations and recommendations provided a fresh perspective into our IT operation which was so beneficial to have.” 

We were delighted to have helped Karen and her team with their improvement planning and we aim to continue to assist them in their improvement journey going forwards.