Service Management Tool Replacement

2017 - 2018, I led on a project called the 'Service Management Tool Replacement' project, at the University of Sheffield. The primary aim of the project was to assess the market and seek a new technical solution for the central IT Services to manage and deal with customer requests and problems. This project focused on working very closely with teams within IT Services, who were the primary users and administrators of the current solution, which had become increasingly unfit for purpose. It was with this internal audience we looked to collaboratively build a requirements catalogue to seek to find the best-fit solution for the University.

Whilst involved on this project I feel the key achievements we delivered and core strengths I brought to this initiative could be described as follows:

• Facilitate knowledge building sessions by setting up discovery sessions with Gartner consultants to help lay out market trends in the IT Service Management Tool space

• Liaison with our existing supplier and additional external suppliers to arrange pre-market engagement discussions and presentations to get a sense of current offerings

• Requirements gathering from a wide range of IT teams and colleagues to understand what they need from a solution. I led on the facilitation of requirements by capturing 'user stories' of those teams which would be most likely to use the new solution. 

• Lead on an Invitation to Tender exercise, including supplier negotiations