Case Study:

Service Design & Introduction (SD&I)

The customer had little control over the implementation of new or changed services, resulting in a high-level of scrutiny by their regulator.

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Formal Framework
Enforced by Policy and underpinned by comprehensive process and procedures
In-scope Projects
Formally certified to progress into Production
Key global frameworks: Group Risk, Architecture and Programme Management


"Please pass on my thanks to CSX for the achievements gained in the SD&I Transformation workstream. We had a challenging plan and timeline, and this was achieved. This is wholly attributable to the truly collaborative mindset brought by all, as well as sustained focus and effort leading to an overall successful and quality outcome "


Service Design & Introduction Lead

The customer had little control over the implementation of new or changed services, resulting in a high-level of scrutiny by their regulator.

The client lacked a Global process to manage the Service Requirements that should be designed and implemented as part of any Project. Support Teams often did not know about or have input into changed or new Services that they were meant to support resulting in reduced ability to protect existing services and ensure new services were fit for purpose. This meant that service disruption due to the introduction of new or changed services was running at an unacceptable level to be tolerated by their regulators

Net new process and tooling capability to manage the end-to-end introduction of new or changed services.

A new Process with tooling to allow consistent management, tracking and approval of Projects aligned to SD&I principles to ensure that all IT Production Operation teams could run, maintain, and support services in accordance with agreed service levels and quality control mechanisms within an agreed cost and risk profile.

CloudStratex worked with the Process Owner, Programme Management, Group Risk and Architecture Team, plus other key stakeholders to ensure the SD&I and their frameworks aligned.

Through collaborative workshops CSX designed and implemented a net-new SD&I Policy, Process and Procedures. These were then translated into tooling User Stories to allow for a ServiceNow workflow to be developed to allow the management of the SD&I on tool.

The solution covered standard Service Requirements that form part of any Project, but also adhoc Service Requirements that may be needed for specific Projects. These could then be managed through the lifecycle of the Project and the Service Acceptance Certificate could be approved and stamped onto a Project to validate adherence to the SD&I Policy and Process.

The new Framework, Process and Procedures managed within ServiceNow provides the following benefits:

Improved Supportability and Availability:

  • Lower numbers of Major Incidents due to service design/build & test.
  • Improved Mean Time to Restore (MTTR) and fewer regulatory breaches.
  • Increased confidence in resilience and recoverability.
  • Increased service stability – prevention rather than cure.
  • Better transparency of and mitigation for approved. transitioning risks.

Improved Operability:

  • More accurate and appropriate run costs.
  • Reduced cost through better service stability, technology standardisation and simplicity.

Key Client Information:

The client is a Financial Services company spanning the globe and with turnover in excess of £2,000 million.

Staff Size:

>5000 staff


London, UK

Snapshot Of Problem:

Regulators were pointing out the need to improve service availability. Project and Support Teams did not work together to deliver robust new or changed Services.

Snapshot Of Solution:

New Policy, Process, and Procedures with a ServiceNow tooling wrap allowed for the cradle to grave management of all Service Requirements within a Project that was implementing a new or changed Service.

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