IT Service Recovery Mapping

Client 

A major UK-based financial services organisation renowned for its diverse portfolio of trusted brands, serving millions of personal and business customers. Committed to innovation, sustainability, and a customer-first approach, it plays a vital role in the UK’s financial ecosystem.

Challenge

The organisation faced significant challenges in aligning its regulatory response with its technology infrastructure, making it difficult to define a clear IT compliance roadmap.

Additionally, a lack of comprehensive visibility into the locations of critical IT assets created operational risks. In contrast, gaps in understanding backup locations, recovery time objectives (RTO), and recovery point objectives (RPO) made it challenging to ensure resilience and continuity for key business services.

Approach

To address these challenges, we partnered closely with the organisation’s leadership and IT teams, taking a structured approach:

• Comprehensive ITIL-Based Assessment – Conducted a maturity and capability review to establish a clear baseline and identify key improvement areas.
• Target Operating Model Design – Developed a robust framework focused on team structure, accountability, and end-to-end product lifecycle management.
• Strategic Decision Support – Delivered a cost-benefit analysis across multiple support options, empowering informed decision-making.

Results

Our collaborative approach delivered measurable improvements, providing the organisation with clarity, structure, and a future-ready operating model:

• Enhanced IT Service Management – Defined and mapped 17 ITIL-aligned Service Management Practices, ensuring consistent and effective service delivery.
• Clear Organisational Structure – Established and agreed upon a target-state structure with defined roles and responsibilities to improve governance and accountability.
• Future-Ready Roadmap – Developed a structured product roadmap with clear transition states, enabling the operating model's smooth and strategic evolution.

By delivering a structured and scalable solution, we empowered the organisation to strengthen compliance, improve resilience, and build a technology framework that supports its long-term growth and innovation goals.

“Airwalk are not like other consultancies, they are brilliant, and we know they bring huge value." Delivery Director, Technology Resilience 

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