Well 2 months into a contract to deliver improvements within a Service Desk environment my recommendation to change the scope to include a wider review has been accepted. The ongoing minor enhancements will only go so far in improving the team, processes and perception of service offered; what is needed is a major transformation.
So onwards to deliver against the plan and introduce a new operating model, processes, documentation and reporting. In doing so I am being exposed to more work with Service-Now, including undertaking some administration tasks that will help the teams as well as enhancing my CV.
Lots to do over the next 4 months!