IT Service Transformation and Service Desk Implementation

CASE STUDY - ANONYMOUS UK ANIMAL CHARITY

IT service transformation for an anonymous UK animal charity

The Requirement

An anonymous UK animal charity engaged Maxica to establish a structured IT service capability for a growing, distributed workforce of staff and volunteers. Rapid growth and increasing service demand had exposed limitations in an informal, reactive support model that was difficult to manage at scale.

The organisation needed a scalable, ITIL-aligned service function that could improve service consistency, increase visibility of performance and provide a more efficient, user-friendly support experience.

IT service desk support and service management challenges

The Challenge

The existing support model lacked a centralised service desk and consistent operating processes for incidents, problems and changes. Service performance was difficult to measure, management reporting was limited and the user experience varied.

The legacy Hornbill platform was underused and poorly configured, limiting its effectiveness as a service management tool. As demand grew, the organisation needed stronger operational control and a service model that could scale without adding unnecessary complexity.

ServiceNow service design governance and stakeholder planning

Our Approach

Service Design: Maxica designed a structured IT service operating model aligned to ITIL principles, with clear processes for incident, problem and change management.

Expert Delivery: A senior Maxica consultant brought practical experience of designing, deploying and operating ServiceNow solutions in complex multinational environments.

Governance: A governance model was introduced to strengthen decision making, service control, KPI tracking and continuous improvement.

Stakeholder Alignment: Maxica worked with IT and business stakeholders so the operating model reflected day-to-day needs and improved the support experience.

ServiceNow IT service management and service desk solution

Our Solution

Maxica implemented ServiceNow as the strategic IT Service Management platform, replacing the legacy Hornbill solution. The programme established a dedicated first-line Service Desk and introduced structured ITIL-aligned processes for incident, problem and change management.

The solution included a self-service portal, AI-enabled chatbot, telephony integration, automated reporting dashboards and monthly service desk KPI reporting. A continuous improvement model was then introduced to help the service capability evolve as organisational needs changed.

Improved IT service visibility governance and scalable support

Benefits

Improved Service Visibility: Monthly KPI reporting and automated dashboards gave the organisation clearer insight into service performance, trends and operational risks.

Enhanced Operational Control: The governance model and ITIL-aligned processes created a more consistent approach to incidents, changes and service quality.

Scalable Service Capability: Replacing Hornbill with ServiceNow created a modern platform foundation for self-service, structured support and continuous improvement.

Consultancy team supporting IT service transformation

Why it Worked

The engagement combined structured delivery with practical ServiceNow and service management experience. This enabled the charity to adopt proven operating approaches while tailoring processes to its own users, service demand and governance needs.

Clear governance, focused process design and a user-centred service model helped move IT support from a reactive model toward a more controlled, visible and scalable service capability.

Maxica consultant discussing IT service transformation

Learn More

If you are modernising IT service management, redesigning your service desk or implementing ServiceNow, Maxica can help you create a practical operating model that supports control, visibility and future growth.

Call us on +44 333 700 2014

Email us on hello@maxica.com

Related Case Studies

National Charity

Strategic Prioritisation and Power BI Portfolio Dashboards

FTSE 30 Food Manufacturer

Data Modelling & BI Visualisations of Global Procurement Data

Top 30 Global University

Implementing Cyber Security Laboratories