V.ISC.2525 - Platfrom assessment -ITSM

Summary

Two red-meat industry bodies run their IT and corporate service management across a patchwork of disconnected tools, email and spreadsheets, producing poor visibility, manual effort and inconsistent service.

An independent assessment of current-state processes and ITIL maturity found capability sitting low across most areas, with automation, reporting and self-service the biggest gaps.

It recommends consolidating onto a single enterprise-grade ITSM platform, selected via a structured vendor capability assessment and formal tender.

Objectives

Capture the current-state IT and corporate service management landscape across both organisations, including the processes that could be automated.

Record pain points, requirements and opportunities, grouped into themes, and benchmark service management maturity against ITIL.

Set out options and a recommended path forward, forming the basis for a tender to select a platform vendor and implementation partner.

Key findings

Fragmented landscape — service management runs across multiple disconnected tools plus email and spreadsheets, with siloed teams, manual handoffs and no shared view of service performance.

Maturity scored 47% — limited framework adoption requiring substantial improvement. Day-to-day operations (incidents, problems, requests, releases) are solid; strategy, service design and continual improvement are largely absent.

Specific gaps — no capacity planning, no event monitoring or anomaly detection, no access management or operational-level agreement tracking, weak third-party oversight, and little automation or self-service.

Reporting and metrics are thin, limiting evidence of performance for funders, auditors and industry stakeholders.

Recommendation — consolidate onto one enterprise-grade platform, with an improved service catalogue as a quick win and a central configuration database as a mid-term step; ITIL 4 suits the Agile/DevOps delivery model better than the current framework.

Benefits to industry

Faster, more reliable support for the systems producers, processors and agents rely on to record livestock movements — fewer delays, fewer manual workarounds.

A single front door for traceability enquiries instead of chasing multiple teams, with issues tracked and resolved consistently.

Better data and reporting on service performance, strengthening confidence in national traceability for industry, government and export markets.

MLA action

Commit to a full "Gold-level" transformation — replace the fragmented toolsets and manual workflows across both organisations with one enterprise-grade service management platform covering IT and corporate/enterprise processes.

Phase 1 — capability assessment: shortlist vendors and have them complete a capability matrix built from the prioritised pain points and requirements, narrowing the field before formal procurement.

Phase 2 — formal tender: issue an RFP to the strongest candidates, testing technical, functional, commercial and service-delivery fit, then select platform vendor and implementation partner.

Early wins in parallel: consolidate and publish a consistent service catalogue; plan a central configuration database as the mid-term step.

Framework shift: move toward ITIL 4 to align service management with Agile and DevOps delivery.

Future research

Yes -J26093 - ITSM SME & Implementation Consultant FY27