Sanctuary

Challenges and Objectives

Sanctuary’s Technology department needed a full sense of what their IT service capability was. There was a challenge in assessing the value of work and its impact when formally rolled out across the various Sanctuary businesses. There was a recognition that a service focused operating model was required to achieve a greater level of maturity for IT Service Management within Sanctuary.

Quanta had previously supported and provided training on ITIL® 3 within Sanctuary’s Technology department, and ITIL® remains the ‘de facto’ framework used by the Technology teams to help them deliver much of their work. However the ITIL® 4 framework offered something new.

David Lyall, Business Architect within Technology Strategy and Planning, explained that:

“The big challenge was to navigate the switch of focus within the operating model to a focus on the outcomes that Sanctuary needed to realise, as opposed to focussing largely on the delivery of the technology itself. The ITIL® 4 framework has helped enable the department to cultivate a holistic understanding of the department’s work in terms of the services that we offer and specialist practices that are needed to manage and maintain them.”

David played a key role in analysing Sanctuary’s operating model and advocating for the continued investment in ITIL®. Understanding the whole portfolio of work, making all aspects of work transparent and ensuring compliance with Sanctuary’s governance structures makes use of principles that are well defined within ITIL®.

“We have been able to articulate these points with greater clarity as a result of ITIL® 4 Foundation training” David explained. “Throughout the Technology department, there were teams with varying levels of maturity when it comes to adherence to ITIL® best practice, but there was nothing which brought everything together from an ITSM perspective.”

“ITIL® 4 should become a vessel to instill best practice principles right the way across the department, but some areas will be easier to improve than others. ITIL® has prompted us to create working groups which can collaborate closer together with an adopted common terminology.

This has enabled formalisation of approach and greater understanding across teams within the department which in turn has enabled a greater level of collaboration and focus on value. It is giving us the opportunity to shine a light on areas where we were constantly tripping ourselves up.”