• ITIL process assessment: Assess current operational processes, procedures, workflows, support models and governance controls, identifying gaps, inefficiencies, risks and undocumented activities affecting readiness, auditability or service quality.
• Future-state process design: Define and document ITIL-aligned process architectures, process maps, RACI models, governance forums, escalation paths, inputs, outputs, controls, KPIs and process interfaces.
• Knowledge capture and transformation: Convert incumbent supplier knowledge, legacy practices and operational procedures into structured, traceable and adoptable ITIL-aligned documentation and process artefacts.
• Documentation and procedural development: Produce and maintain process policies, workflows, operating procedures, work instructions, process governance documents, templates, version control and approval standards.
• Implementation and early process adoption: Lead process onboarding, training, stakeholder engagement and early adoption activities; validate adoption through readiness gates, quality reviews, governance checks, operational sampling and evidence packs.
• Continual improvement and maturity: Establish baseline maturity assessments, improvement roadmaps and a Continual Improvement approach driven by feedback, audit findings, service performance and lessons learned.