The objective of this engagement is to develop and execute a structured, phased ITSM modernization program that:
1. Modernizes the ITSM platform (upgrade BMC to cloud SaaS or evaluate alternatives such as ServiceNow, GLPI, etc.).
2. Establishes a robust, trusted CMDB supported by formalized ETL processes and enhanced discovery (including SSC data centres and public cloud providers).
3. Implements and matures core ITIL practices aligned with departmental priorities and governance.
4. Retires legacy ITSM tools and decouples notifications/escalations from WebDirect.
5. Integrates ITSM with SSC Onyx and other enterprise reporting/BI services.
6. Lays the foundation for safe, governed use of analytics and AI capabilities.