A Fortune 500 bank operated 11 legacy ITSM tools across regional and functional silos. Tickets routinely sat unassigned. Mean-time-to-resolution had drifted up 35% year-over-year. The platform team wanted a single source of truth — without a 24-month forklift program.
We ran a 4-week discovery, ending with a signed scope for a fixed-12-week ITSM go-live (Incident, Problem, Change, Service Catalog) for 40,000 users. The foundation: a clean CMDB, harmonized assignment groups, and a phased decommissioning plan for the 11 legacy tools.
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