01
The situation
Inefficient processes and an ageing ticketing platform limited user experience and operational insight. NetDesign needed a modern service platform and more advanced monitoring, connected through reliable configuration and contract data.
02
The assignment
As programme lead, Simon was responsible for requirements, proof of concept, vendor selection, implementation, process improvement, stakeholder management and Steering Committee reporting.
03
What was delivered
Led the selection and implementation of ServiceNow and ScienceLogic.
Oversaw CMDB migration and established the link to the contract database.
Optimised ITIL processes with five project and process managers.
Implemented advanced monitoring covering more than 10,000 configuration items.
Developed value-added services based on monitoring data.
Managed vendors, stakeholders and the overall transformation programme.
04
The change
The initiative brought processes, service data and operational technology into one transformation. It improved the service platform, created a stronger monitoring foundation and enabled new customer-facing services based on better operational data.