We conducted a review of IT Production Support capabilities for a leading Life & Pensions provider, focusing on the infrastructure and application support model for a recently acquired book of business. The engagement aimed to assess the current state, document requirements, and provide recommendations to ensure a smooth transition and effective ongoing support.

Approach:

Using our structured assessment framework, we reviewed the existing IT support model across infrastructure, applications, and service management. We documented the business requirements for IT support, mapped the end-to-end ticketing processes, and identified gaps in ownership, tooling, and governance.

We also evaluated the suitability of legacy support mechanisms—such as shared mailboxes and SharePoint lists—and assessed the integration of third-party support (via Citrix) and internal DevOps responsibilities. Special attention was given to non-IT service requests being handled through IT channels, particularly from Marketing, Product, and Underwriting teams.

 Results:

We delivered a set of clear, actionable recommendations to improve IT Production Support maturity and readiness for business-as-usual operations:

• Ownership & Governance: Defined ownership for infrastructure support processes and legacy DevOps responsibilities, ensuring accountability across all services.
• Tooling Migration: Recommended the migration of legacy mailbox and SharePoint-based ticketing to a formal IT Service Management (ITSM) platform, enabling better tracking, triage, and reporting.
• Process Clarity: Documented and streamlined support processes for both internal and third-party (Citrix/BGL) applications, including escalation paths and SLA visibility.
• Non-IT Requests: Identified the need for a separate solution to manage non-IT service requests, empowering business teams to own and manage their own workflows.
• Service Continuity: Highlighted the need for alternative escalation routes in the event of Citrix outages and proposed improvements to SLA transparency with third-party vendors.

Our client implemented a prioritised action plan to transition support into a scalable, governed model aligned with enterprise standards, reducing operational risk and improving service responsiveness.