ITIL Maturity Assessment | Global Retailer

From Roadblocks to Roadmap: Advancing ITSM Maturity

The Client

A global retailer with thousands of locations worldwide and a distributed IT workforce depends on technology to keep both digital and in-store experiences seamless. Their IT operations support millions of customers and employees every day, making reliability, efficiency, and innovation critical to business success.

The Challenge

As the organization grew, IT processes had become a mix of overly bureaucratic workflows in some areas and underdeveloped governance in others. ServiceNow was underutilized, particularly in areas like automation, CMDB maturity, and predictive intelligence. Ticket data hygiene was inconsistent, limiting reporting and preventing cross-practice insights. Without a clear maturity baseline or improvement roadmap, IT leaders struggled to align processes with business priorities, driving frustration and missed opportunities for efficiency.

The Engagement

Reliability often goes unnoticed until it fails; in modern retail, a seamless shopping journey begins with disciplined operations and processes behind the scenes.

Our team conducted a comprehensive ITIL Maturity Assessment, with a focus on critical IT Service Management practices, including:

• Incident Management – with emphasis on Major Incident response
• Change Enablement – balancing CI/CD practices with appropriate risk controls
• Problem Management – strengthening proactive detection and prevention
• Knowledge Management – expanding shift-left adoption for higher Tier 1 resolution
• IT Asset & Configuration Management – leveraging ServiceNow for lifecycle planning and compliance

To provide a full picture, we analyzed more than 147,000 incidents, reviewed governance and process documentation, and conducted interviews with over 35 stakeholders across the IT organization. The assessment also examined the Service Value System (Guiding Principles, Governance, Service Value Chain, Practices, and Continual Improvement) to identify both strengths and improvement opportunities.

The outcome was a clear, data-driven view of IT maturity supported by a prioritized roadmap for improvement. Leadership gained actionable recommendations to optimize ServiceNow, integrate AI capabilities, and improve data quality, all with the goal of accelerating progress and aligning IT more closely with business objectives.

By structuring the engagement for speed and clarity, we delivered in weeks what most organizations take months to achieve. The result was a practical strategy, measurable next steps, and a renewed sense of direction.

The Result

With the assessment completed, leaders could finally see the full landscape. They gained:

• A clear baseline of ITSM maturity, backed by data and validated by stakeholders.
• Optimized workflows that reduce friction without sacrificing control.
• A platform strategy to maximize ServiceNow’s potential and accelerate AI adoption.
• Better data hygiene, enabling accurate reporting and integration across practices.
• A roadmap for CMDB and asset management maturity, laying the groundwork for compliance, service awareness, and faster   
    resolution times.

Their story didn’t end with the assessment—it started there. What had once been a cloud of uncertainty became a structured journey forward. Leaders could act on quick wins immediately while knowing how to tackle long-term challenges. The frustration of inefficiency gave way to confidence, direction, and speed. Their IT organization, once stuck in conflicting practices, now had the clarity and tools to mature rapidly and deliver greater value to the business and its customers.