Methodology
A rigorous framework, without dogma.
Scoping, diagnosis, design, rollout. Four phases, in this order, on every mission. The method is fixed, its application adapts to your context. We offer you an honest reading of your situation, a prioritised action plan, and a measured execution. No ivory tower posturing.
Four phases, in this order. You know at every moment where you stand and what remains.
Step 01
Scoping
Align expectations, scope, and success criteria with your leadership.
Before answering a question, take the time to understand yours.
Scoping is when we agree on what you actually expect from the mission, what it does not cover, and the conditions for its success. It is short, but it determines whether the mission starts well.
What we do
- Interviews with the sponsor and IT leadership
- Review of structuring documents (org chart, existing processes, SLA contracts)
- Scoping workshop with the project team
- Formalisation of scope, deliverables and timeline
Step 02
Diagnosis
Produce an objective, quantified reading of your situation.
The diagnosis is what we cannot afford to invent.
Diagnosis is the phase that produces the substance. We cross several sources to avoid the bias of a single view: interviews at every level, analysis of operational data, technical inventory, benchmarking against market standards. You get an objective snapshot of where you stand.
What we do
- Operational interviews with service desk, IT and business units
- Ticket history analysis over 6 to 12 months (volumes, typology, SLAs)
- Inventory of tooling and documented processes
- Benchmark against ITIL 4 practices and market standards
Step 03
Design
Turn the diagnosis into a prioritised, executable action plan.
A plan you can actually execute, not a star in the sky.
Design turns the diagnosis into a concrete roadmap. We prioritise actions by impact and cost, we quantify them, and we validate each trade-off with leadership. At the end, you have a plan in which every action has an owner, a deadline and an expected deliverable.
What we do
- Design workshops with the project team
- Modelling of target processes
- Technical choices and target architecture when relevant
- Costing, planning and business case
Step 04
Rollout
Move the project from paper to production.
Officially delivered and operationally adopted. Both.
Rollout is the longest and most exposed phase. We steer execution, configure and integrate tools, support change on team and user sides, and stay present during the first months of production. That's what separates a delivered project from a truly adopted one.
What we do
- Project steering and regular reporting
- Technical configuration and integration with existing systems
- Change management (training, internal communication)
- Post-launch support during the first months in production
Three principles that guide every mission.
The method is the skeleton. These principles are what keep it standing when it meets the ground.
Pragmatism over the manual.
We don't deploy a practice because it's in the framework, we deploy it because it serves you. If an ITIL 4 standard creates no value in your context, we don't impose it. Rigour of the framework, without the weight of the formalism.
One point of contact, from scoping to production.
The person who sells the mission is the person who delivers it. No commercial handoff, no junior consultant parachuted in halfway through. You know whom to talk to, and that person knows your file in depth, at every step.
Honesty about what we know and what we don't.
If a request falls outside our expertise, we say so and we point you elsewhere. If your project doesn't need us (standard rollout, no specific complexity), we say so too. Our interest isn't to extend a mission, it's to make it succeed.
A typical mission.
To make things concrete, here's what a full 12-month mission looks like for an industrial SME of 280 employees, around an ITSM audit followed by a transformation project.
Scoping and diagnosis
1 week of scoping, 5 weeks of diagnosis. Report delivered with a ranking of the 12 pain points identified and a prioritised action plan.
Design of the action plan
Prioritisation workshop with IT leadership and the sponsor. Four streams retained for the next 10 months: service catalogue overhaul, ITSM tool integration, service desk training, steering indicators rollout.
Rollout of the streams
Weekly steering with the project team, monthly milestones with the sponsor. Tool in production at month 8, teams trained at month 10, first consolidated indicators at month 12.
Got a project to scope?
A 30-minute initial call to understand your situation and identify the logical next step. No strings attached.